Senior UX Designer - Customer Experience & Education

Senior UX Designer – Customer Experience & Education

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About Unlock

Unlock's mission is to unleash the power of home equity to enrich people's lives. We do this through a financial solution called a Home Equity Agreement or HEA, an entirely new way to access and utilize home equity. We're not a lender, so there are no interest charges or monthly payments and homeowners with poor credit or high levels of debt can still qualify.

We're passionate about helping our customers build greater financial resiliency. We are mission driven, consumer‑centric and our products are designed for the way homeowners want to live their lives today – with flexibility and control.

About the role

The Senior UX Designer, Customer Experience & Education is responsible for designing and evolving Unlock's customer‑facing digital experiences across web and mobile. This includes experiences spanning discovery, education, onboarding, application entry points, experimentation surfaces, and post‑engagement interactions. The role applies strong end‑to‑end product thinking, operates effectively in ambiguity, and moves fluidly across problem spaces as business priorities evolve. Primary focus is customer experience and contributing where high‑impact UX work exists, partnering with Product, Growth, Engineering, Analytics, and Marketing to improve clarity, trust, and conversion across the product.

• Design and iterate on customer‑facing web and mobile experiences across marketing surfaces, calculators, onboarding flows, and application entry points.
• Partner with Product and Data to support experimentation and A/B testing, translating hypotheses into testable UX variations.
• Identify friction and opportunities across the customer journey using a combination of qualitative research and quantitative data.
• Produce wireframes, prototypes, journey maps, and interaction flows that prioritize clarity, trust, and ease of use.
• Clearly communicate complex financial concepts in an intuitive, compliant, and customer‑friendly way.
• Collaborate closely with Engineering to ensure responsive, performant, and accessible implementations.
• Work with Analytics to define success metrics, interpret experiment results, monitor the funnel and inform iteration.
• Contribute to UX work outside of a single product area as priorities shift, supporting cross‑team initiatives when needed.
• Help establish and evolve UX standards and patterns while allowing room for rapid iteration and experimentation.

• 3–8 years of professional UX design experience, focused on consumer‑facing digital products (web and mobile).
• Strong expertise in interaction design, user flows, and journey design.
• Experience supporting experimentation, optimization, or data‑informed iteration.
• Ability to synthesize research, analytics, and stakeholder input into clear design decisions.
• Experience designing mobile‑first and responsive experiences.
• Proficiency with design and prototyping tools (Figma preferred).
• Strong communication and collaboration skills across Product, Engineering, Growth, and Analytics.
• Comfort operating in a fast‑paced environment where priorities can shift.
• Interest in leveraging AI tools in the design process.
• PC skills including working knowledge of the Microsoft environment and the ability to access, manipulate, organize and relay information in a meaningful way.
• Excellent communication and relationship‑building skills to effectively partner with leaders across multiple functions.
• Ability to work in a high‑growth, dynamic environment.

• Bachelor's degree in UX, HCI, Interaction Design, or related field.
• Familiarity with CRO concepts, behavioral design, and customer acquisition funnels.
• Experience working with product analytics tools (e.g., Heap, GA, Amplitude).
• Experience designing for fintech or other regulated consumer products.
• Understanding of accessibility standards (WCAG).
• Experience designing educational tools, calculators, or pricing explanation experiences.

• Dynamic and inclusive work environment that fosters innovation and growth.
• Competitive…