Staff/Principal Product Designer - Trust

We’re looking for Staff/Principal Product Designers to join and collaborate with our teams in the Trust pillar. The focus is to lead new initiatives that build and grow mutual trust with our customers in the most vulnerable moments when using our products. 

At Wise, we’ve got a clear mission — money without borders. Built by and for people who live global lives. We’re at a genuinely exciting time. Building more transparent and convenient ways to pay and get paid has never been more important in achieving our mission. 

Your mission: 

We’re looking for talented Staff/Principal Product Designers to join our Trust design pillar in London. You’ll join the team that designs and improves how customers learn about, understand, and proactively resolve situations with their account and transactions that need their attention. You'll work across multiple teams to coordinate a holistic approach that reduces customer friction and increases customer success.

This is a unique opportunity to lead an initiative that touches all areas of the Wise product to substantially improve customer experience. This role requires humility, curiosity, collaboration, craft, and drive.

You’ll contribute to the mission by:

• Getting to know Wise customers and build an understanding of their goals

• Meeting customer service agents and operational teams to build empathy and understand the challenges they face when helping customers solve problems.

• Using your full range of product design and service design skills to discover, design and deliver simple crafted experiences that prevent issues from arising and offer simple resolution paths when they do arise.

• Building influence across multiple squads and teams, increasing customer-centricity, creativity, and design quality.

This role will give you the opportunity to: 

• Ship work you’re proud of. Craft experiences that are innovative, easy to use and clear.

• Own your impact. Product teams decide what opportunities to work on, and define their success metrics.

• Elevate product quality. You define what ‘good’ looks like to your team. And you help them deliver it.

• Be part of a positive change in the world. We’re fixing a broken, greedy system, and putting people and businesses in control of their money.

A bit about you: 

• You’ve got a portfolio of well-crafted, impactful work that solves real problems for real people.

• Your default mode is active curiosity, and when presented with a new problem you seek to understand it from multiple perspectives.

• You design and build scalable systems that work across multiple use cases and you always think about what’s around the corner.

• You default to prototyping when exploring and presenting your work.

• You understand that good design is often a journey to identify the right thing to build, using early concepts and prototypes to help build conviction along the way.

• You’ve worked with design systems to produce beautiful and functional design that scales.

• You practise evidence-based design, and can rationalise your decisions clearly and credibly.

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