Product Designer - Customer Experience

Description

Union Home Mortgage is on a mission to transform the mortgage journey through its visionary Future Mortgage Ecosystem strategy. As a Product Designer focused on Customer Experience, you will play a pivotal role in shaping intuitive, personalized, and human-centered experiences that span the entire customer lifecycle—from discovery to servicing and beyond.

You’ll partner closely with Product Managers, Engineers, Marketing, and Business teams to design solutions that bring ease, clarity, and delight to every customer interaction—both digital and human. This is a unique opportunity to influence not just how our customers use our services, but how they feel when doing so.

At UHM, we understand diversity comes in many different forms. It’s our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!

Key Responsibilities:

• Experience Design Leadership: Design and deliver customer-facing experiences that are intuitive, consistent, and emotionally resonant across all channels—web, mobile, in-person, and support.

• Journey Mapping: Create and maintain detailed customer journey maps to visualize pain points, opportunities, and moments of truth across the mortgage lifecycle.

• End-to-End Design: Own the full design process from discovery to delivery, including user research, wireframes, prototypes, high-fidelity mockups, and UX documentation.

• Collaborative Ideation: Partner with Product Managers and other stakeholders in design thinking workshops and ideation sessions to co-create future-state journeys.

• Design Systems & Accessibility: Adhere to and evolve our design system, ensuring consistency, accessibility, and usability across all customer touchpoints.

• User Testing & Validation: Plan and execute usability testing, concept validation, and iterative feedback loops to ensure our solutions meet real user needs.

• Cross-Functional Influence: Collaborate with Marketing, Compliance, Engineering, and Product teams to deliver experiences that balance desirability, feasibility, and viability.

• Continuous Improvement: Leverage analytics, heatmaps, customer feedback, and behavioral insights to refine and enhance experiences over time.

Qualifications

What You’ll Bring

• 4+ years of experience in product design, UX/UI design, or service design, preferably in fintech, banking, or customer experience-led industries.

• A strong portfolio demonstrating experience designing end-to-end digital experiences and/or service blueprints.

• Expertise in tools like Figma, Adobe XD, Miro, and user research platforms.

• Experience with responsive design and accessibility standards (WCAG).

• Familiarity with agile environments and cross-functional delivery teams.

• Empathy for users and passion for designing thoughtful, inclusive, and impactful experiences.

• A growth mindset and a collaborative spirit—you’re excited by feedback and driven to iterate.

Nice to Have

• Experience designing for mortgage, lending, or financial services.

• Familiarity with customer experience management platforms (e.g., Medallia, Qualtrics).

• Exposure to service design methodologies or certification in UX/CX practices.

Why Join Us?
At Union Home Mortgage, we believe the mortgage experience should be transparent, empowering, and human. You'll be part of a collaborative, forward-thinking team shaping the future of homeownership—designing not just products, but meaningful journeys for the people we serve.

This employer participates in E-Verify. If hired, the employer will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Union Home Mortgage Corp. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.