Senior Product Designer (UX)

  • San Francisco
  • Full-time

About Returnly

At Returnly we help merchants turn product returns into new revenue streams. We’re are a financial technology services company that builds award-winning products that drive repurchase behaviour and customer loyalty. Backed by smart money VCs in Fintech, we are one of the most well-funded startups in the San Francisco Bay Area. Our mission is to de-risk online commerce and we’re building a team of amazingly talented people to help us do it.

About our role / team

We currently have 6 people in the product team at Returnly made up of one product management lead, three product managers and two product designers. You would be our third product designer working closely with product managers and our merchants in the US to drive the research and vision for various product areas during the discovery phases of product development. You won’t be a ‘production monkey’ who is handed all the requirements on a plate so we’ll need you to help work them out and rationalise to others why they matter. For this to work we’re looking for someone who is highly capable in interaction design and user research. As we are currently a small team we would like this role to be based in our HQ in downtown San Francisco but working from home occasionally is also allowed when required.

The team works out of two of our three office locations - Madrid and San Francisco, and partners closely with our colleagues in engineering who are also based here. Currently we are centralised in the sense that there is only one product team serving the company’s demands and we work across product lines, business areas and time zones depending on the priority and project. In the future we have plans to move to a more ‘pod based’ semi-autonomous model for scalability where designers would work with regular peers in a specific location and on a specific challenge. Our toolset currently includes Sketch, InVision, UXPin, Maze and PingPong.

Our values


We are diverse, independent thinkers and still one team with one mission

Something we look for in others is evidence of the ability to self-organise and self-motivate whilst dealing with a certain amount of ambiguity. We’re still a startup that’s growing fast so not everything is documented upfront and you can’t rely on someone just giving you the answer or telling you what to do. People are always willing to help of course (we are a friendly bunch after all!) but we’re more suited to those that don’t need to be led by the hand, aren’t sticklers for documentation and can take the lead on initiatives without being asked. Even better if they can do this in a way that inspires and unlocks value in others along the way. We specifically look for ‘T-shaped’ people that have a strong skill set in one specific design discipline (e.g. Content, UX, UI etc.) but can cross-over into another when the need arises.

Openness and empathy

We learn and grow by listening to our customers and each other

If we are to create anything of value it needs to solve a fundamental human problem. This means understanding others - their goals, hopes, aspirations and fears is crucial to the role of any designer. They need to understand the ‘why’ first before the ‘what’ or ‘how’ which means they need to have the ability to listen to others well. The best designers have developed the tools and techniques that allow them to listen with the intention to understand rather than to reply. They can dig out the ‘pure gold’ in conversations or interactions that others miss and use that to deepen relationships with peers, improve the company’s design maturity and create products users love.


We always do what’s right for our customers, Returnly and ourselves - in that order.

We think it’s important to create a design practice that is morally sound and means we can all sleep well at night. The constant advance of technology often poses both benefits and risks to society and you don’t have to look far for recent evidence of malpractice or short-sightedness in this area. Design’s impact and potential to do harm has grown. We don’t want to use dark UX patterns to drive the user behaviour we would like to see and it’s not winning if we lose what we stand for in the process. You don’t need a licence to practice design currently but we want to act as if you do.


EQ is as important as IQ. We make time to help each other out.

We currently have 3 offices. 2 of those are in a completely different time zone with little to no daily overlap and within our offices it’s normal to find people working remotely for a period of time during the week according to their personal schedule. As a result we have to have a lot of trust in each other to get the job done as the peers you work with won’t always be in the same physical location, especially as we scale and seek access to the best talent across the world. We specifically look for people that can demonstrate behaviours and communication styles that build trust and responsibility. Showing maturity, clarity, eloquence and diplomacy in this area is a big plus for us here.


We are curious and fearless. We own risk, outcomes and everything in between.

We have a history of delivering innovative solutions to the market that have created a unique value proposition for the company that is not easy to replicate by others. We’ve made lots of mistakes too on our journey so far but accept that this is part of the process of adhering to our mission of de-risking e-commerce. We value people who are deeply interested in that mission and can demonstrate ways they have been brave enough to challenge the status quo in their work and go above and beyond what was required. We see failure as a way to learn rather than immediate verification of the fact that the idea had no merit.

Skills, Experience & Responsibilities

Minimum 4 years+ product design experience - preferably in the e-commerce space.

Visual design

Demonstrates and articulates understanding of layout, typography and visual hierarchy. Uses our Design Principles as well as existing style guides to creatively produce designs and, where appropriate, new styles and patterns that are visually cohesive with the rest of the product suite. Maintains and suggests evolutions of our Design Principles and existing style guides with a holistic consideration for the platform's future.

UX design

Demonstrates and articulates a strong understanding of information architecture, multi-step and cross-platform flows. Consistently considers the holistic user experience, potential states (errors, successes, dead-ends) and product overlaps in their own and others' work. Points out connections and potential collisions between different products, features and platforms.

Product thinking

Leads the vision for their product area alongside their product and engineering counterparts. Shapes their team's roadmap and goals by providing input from a user's perspective, and ensures they're pursuing achievable, measurable and impactful goals. In their design work, regularly references product goals and can speak confidently about how their work relates to the broader product vision and company objectives.


Balances existing visual and UX patterns with platform-specific patterns to ensure a consistent, intuitive experience. Identifies and flags instances where existing patterns break down in their own work, as well as work done by other designers on that platform. When diverging from established patterns, identifies, documents and socialises new patterns amongst the design team.


Demonstrates a deep understanding of our defined design process by showing good judgment and flexibility in applying that process to their work, moving fluidly between each stage as needed. Uses the design process to contextualise their work and the type of feedback they need in a given moment. Understanding of and contribution to the development of evolution of modern product development processes (agile, scrum, kanban, design sprints etc.)


Employs a broad set of design tools to solve and communicate user flows, interaction and motion. These tools include sketching, diagramming, interface design tools (Sketch, Invision, UXPin) or native prototyping tools (e.g. Framer, Principle) for Mobile. Knows which tool to use depending on scope and phase of the project. Proficiency with front end technologies (HTML, JS libraries, CSS) Additionally, seeks out new techniques and tools, tries them out and makes recommendations to the Product Design team.


Shares work early and often and encourages peers to seek out constructive feedback from their manager, stakeholders, teams and the Product Design team. Actively filters and prioritises this feedback on their own and with their team.


Begins every project by defining what qualitative and quantitative data will be important in their work. Partners with those teams throughout the design and development process, to run research studies and experiments, analyse the findings and validate potential product changes. Socialises their learnings with the rest of product development in a thoughtful, articulate way in order to enhance everyone's understanding of our products and users.


Communicates with product leads and engineers in their language, designing with consideration for their cares and concerns. Fosters a highly-collaborative design process and, as a result, is trusted by their team to talk through both scope and technical challenges and negotiate thoughtful outcomes. Participates in cross-discipline initiatives, bringing a design voice to the conversation and building trust between the design team and other disciplines. Grows design maturity by teaching the ‘recipe’ of design to others outside the product design team


Possesses strong verbal and written communication skills, whether in one-on-one or group situations. Communicates complex ideas, goals and problems in a way that is accessible even to those unfamiliar with the project. Leads and directs group design conversations, keeping them on-track and focused on delivering actionable next steps.


Provides regular and impactful feedback in team meetings, discussions and design critiques. Seeks out feedback from Senior Designers, to grow their own skills and design toolkit. Engages individual designers in adjacent product teams to help them grow their skills and design toolkit. Is generous with their time and knowledge. Looks out for and offers potential opportunities to other designers, as well as flags successes and concerns to design managers.


Assumes a leadership role on the Product Design team. Is held accountable for design quality and cohesion across their own and adjacent product teams, and flags quality concerns to the responsible designers and design managers. Additionally, regularly evaluates existing design processes and tooling, and makes recommendations to design management when something can be improved. Senses design and product opportunities, takes ownership and drives discussion by using their design ability to solve user problems that connect with the business strategy.


Contributes to the culture of their own and adjacent product teams by identifying, advocating for and driving the execution of design-driven projects and initiatives that have cross-team impact. Also contributes to the culture of the Product Design team by identifying and helping to organise opportunities (internal or external speaking engagements, local meetups, participating in open source projects, writing blog posts, etc.) to spread design thinking and enthusiasm throughout the company and the wider design community.


Completes training to support Product Design interview loops. Vets and reaches out to designers in our recruiting list, regularly conducts screening calls, participates in Product Design on-site interview loops and ensures their written and verbal feedback are thoughtful and represent our role documentation.

Why should I apply?

Frankly we think it's the perfect time for you to join us. We're still a startup with a very open and fresh mentality where you can make a big impact but it's not so early in our history that we're unstable. Our team is just beginning so the potential for growth is huge and you can be a part of that journey. We're solving tricky user experience problems in a space that until recently hasn't benefited from much digital disruption. We're not just looking for someone to iterate on what we have - the solutions you create will likely need to be unique.

We really love hearing from you, but before applying please check the following...

Read the values section above carefully and ask yourself if this is a good match for you personally. We will want to see evidence that you successfully model these behaviours on an ongoing basis in both your personal and professional life.

Do you have all the skills required for this role? Can you demonstrate them? Be realistic - we will only consider applications that demonstrate relevant skills or the potential to match these role requirements

Please make sure you have included a portfolio link and cover letter as part of your application

Posted 19 days ago Apply Now