We’re making a positive, irreversible change in the world of finance. Together.

Product Design Lead - Help Experience – London

At TransferWise, we’ve got a clear mission — money without borders. Built by and for people who live global lives. 

We’ve made a good start. Today, more than 5 million people get a better deal whenever they send, spend, and receive money abroad. And our global support team helps them whenever they get stuck.

What you’ll be doing

You’ll be embedded in the Support Tribe, helping us understand how to answer customers’ questions, help them when they get stuck, and guide them through solving their own problems. You’ll get to the heart of all those things — and design solutions that are scalable as we grow. 

You’ll lead and develop the Tribe’s existing designer, and work with product managers, copywriters, analysts and everyone else needed to get it done.

Whilst you’ll be focusing on support at TransferWise, you’ll also be a part of the larger Design team. There’s nearly 40 of us in total! So you’ll get to collaborate on cross-team projects, shape our tooling and system discussions, and tell us exactly what you think in our weekly design crit. 

Your day-to-day

At TransferWise, everyone gets a ton of freedom. We won’t be micromanaging or looking over your shoulder, so you’ll need to: 

  • Partner with our Customer Support leadership team to understand the problems customers face in different regions, times of the year, and parts of our product.
  • Turn solid insights into problems-to-be-solved, and be the voice of the customer in your product team. 
  • Build a vision of the best possible support experience —  and be an important part of quarterly planning sessions; helping set a strategy for how your team builds it.
  • Validate your concepts through research, prototypes, and user testing. You’ll champion quality every step of the way, and collaborate closely with engineers to make sure the stuff we ship is world-class.  
  • Mentor your reports and grow your team. You’re likely to hire at least one other designer, so you’ll need to support, inspire, and guide. You’ll work with the Head of Product design to plan projects and resources here. 
  • Work with other lead designers to deliver a joined-up experience across every bit of our product. And communicate design work transparently, right across the company.

The experience you’ll need

  • You’ll have 6+ years’ experience of building and releasing consumer products. And you’ve got the portfolio to prove it.
  • You’ve got a strong understanding of designing products for mobile and web platforms
  • You’re a natural problem solver — explaining your choices clearly, and understanding not just the ‘what’, but also the ‘why’.
  • You can take complex, fuzzy problems and boil them down into simple, elegant, and lovely solutions.
  • You might have experience in managing small teams, or maybe you’re looking for your first step up.

P.S. Qualifications aren’t that important to us. If you’ve got a great portfolio, and you’re top-notch at articulating your thinking, we’d like to hear from you.

And because we believe that diverse teams build better products, we’d also love to hear from you if you’re from an under-represented demographic. 

Want to learn more?

See what the design team has been up to

https://transferwise.design

And what the rest of the company is up to

https://www.instagram.com/worldofwisers/

 

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Some important stuff we would like you to know

To meet our regulatory obligations as a licensed financial services company, TransferWise needs to take background checks on all new hires, which may include Criminal and Credit checks. Please discuss with the Recruiter if you have any concerns regarding this process.

At TransferWise we believe in fostering a diverse and inclusive workplace. Therefore, we want to make sure that our recruitment process is accessible to everyone. So if you need any reasonable adjustments – at any point in the process – we’ll do our best to help. Just let us know what you need on your application form or reply with your request to the email we send you after you have applied. You might need a reasonable adjustment if you’ve got a disability. Or maybe you live overseas, and you’d prefer to meet us over Skype.

Please don’t send anything to the adjustments address if you’re a recruiter, or if you’re making a speculative application. We do work with recruiters from time to time – but only through LinkedIn. And we only accept job applications when a position is actually open. So you’re better off just checking the recruitment pages regularly.