Company Description Depop is a peer-to-peer circular fashion marketplace where anyone can buy, sell and discover secondhand fashion. Our mission is simple: to make fashion circular by making secondhand as exciting and rewarding as buying new. Founded in 2011, Depop’s diverse community has helped move resale into the mainstream, where buying secondhand is no longer an alternative, but how people of different ages now engage with fashion. Today, more than 56 million registered users come to Depop to find great value, express their own personal style and give clothes a longer life. We believe that everything you want already exists, and our role is to help people discover it. Powered by a team of over 500 people, our company is headquartered in London, with offices in New York. In 2021, Depop became a wholly-owned subsidiary of Etsy - the global marketplace for unique and creative goods - and continues to operate as a standalone company. For more information, visit www.depop.com We aim to create an inclusive environment where everyone is welcome, no matter who they are or where they’re from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users. We’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have. AI Disclosure: We use AI tools (Google Gemini) to help our team source and review applications for roles with a high volume of applications. These tools assist our recruiters in identifying great talent but do not replace human decision-making. At Depop, every hiring decision is made by a human. If, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to adjustments@depop.com. We are looking for a Senior Product Designer to join the Customer Experience (CX) team at Depop. This role will be instrumental in realising our north-star vision for CX whereby Depop’s Support, regardless of which point of the journey it occurs, becomes a delightful moment that builds trust and creates loyal users that advocate for Depop. The ideal candidate will have a keen interest in service design and will play a meaningful role in driving retention through: access to help, efficient resolution, fair decisions and creating helpful & personalised experiences. This position offers a unique opportunity to directly impact Depop’s support experience. Responsibilities Craft Strategy and Vision: Collaborate with the product trio to define and evolve the strategy for customer support, aligning with user needs and Depop’s overarching goals. Drive Vision-Aligned Design: Design experiences that simplify and enhance Depop's customer support ecosystem, aligning with our product vision. e.g. our Help Centre, dispute resolution processes, and reporting functionalities Optimise In-App and Web Channels: Synthesising qualitative and quantitative data, to expand and refine the support experience. Develop Cross-Functional Collaboration: Build tools and features that empower not only the user, but also our support agents. Work closely with stakeholders to agree service design processes that underpin the user’s experience Requirements Experience designing user experiences for the Web, iOS and Android A good understanding of mobile and desktop UX and UI patterns Demonstrated experience with end-to-end product design (UX & UI) Proficiency in UX / UI tools (Figma, Sketch etc.) Effective prototyping skills (Figma, Protopie, Principle or equivalent) A portfolio showing high quality, thoughtful UX and UI work Ability to translate user research, user testing and data insight to design directives Ability to tell compelling arguments about your design proposals Nice to have (but not essential) Experience with service design methodologies - able to map end-to-end user journeys across channels and touchpoints, and design for both frontstage and backstage experiences. Proven ability to solve complex interaction design challenges and excellent visual design skills Ability to design flows and experiences that simplify and distil down complex actions into usable interfaces An understanding of e-commerce and/or marketplace dynamics, and platform to user, user to user, and user to platform interactions Additional Information Health Mental Wellbeing PMI and cash plan healthcare access with Bupa Subsidised counselling and coaching with Self Space Cycle to Work scheme with options from Evans or the Green Commute Initiative Employee Assistance Programme (EAP) for 24/7 confidential support Mental Health First Aiders across the business for support and signposting Work/Life Balance: 25 days annual leave with option to carry over up to 5 days 1 company-wide day off per quarter Impact hours: Up to 2 days additional paid leave per year for volunteering Fully paid 4 week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love. Flexible Working: MyMode hybrid-working model with Flex, Office Based, and Remote options *role dependant All offices are dog-friendly Ability to work abroad for 4 weeks per year in UK tax treaty countries Family Life: 18 weeks of paid parental leave for full-time regular employees IVF leave, shared parental leave, and paid emergency parent/carer leave Learn Grow: Budgets for conferences, learning subscriptions, and more Mentorship and programmes to upskill employees Your Future: Life Insurance (financial compensation of 3x your salary) Pension matching up to 6% of qualifying earnings Depop Extras: Employees enjoy free shipping on their Depop sales within the UK. Special milestones are celebrated with gifts and rewards!