About TMO

The Mortgage Office is the most trusted loan management platform in private lending. Founded in 1978, we power the full loan lifecycle for over 1,100 lenders, including private money firms, CDFIs, nonprofits, and government agencies, servicing more than $190 billion in loans.

We're recognized as G2's #1 Loan Servicing Software and Capterra's Best Ease of Use. With offices in Huntington Beach and San Mateo, we're now building the next generation of AI-native lending tools, and hiring a (insert job title) to help lead that work.

The Opportunity

This is a research-forward role. Our design team already has strength in systems thinking, front-end craft, and shipping polished UI fast. What we need alongside it is someone who obsesses over why servicers do what they do, where their real workflows diverge from the software, and what the data says about it, then translates that into problem definitions the team can build against, and designs or prototypes to pressure-test the ideas.

Because we're building AI-native features into workflows where trust is non-negotiable, we need someone who thinks hard about what that means before opening Figma, and whose judgment sharpens with every round of discovery. You should apply if you get energized by understanding real user behavior, can navigate business and technical constraints, and can still bring a design to life once the problem is framed.

What You'll Own:

Research & Discovery

• Conduct user interviews, usability sessions, and contextual observation to understand how servicers actually work, asking behavioral questions and controlling for bias, not just collecting opinions.
• Evaluate features and user flows through product analytics (Pendo, PostHog, etc.), using task-flow analysis, error rates, and click velocity to find what to fix and validate that shipped work improved outcomes.
• Run competitive analysis and gather community feedback to inform what we build next.

Problem Framing & Strategy

• Translate research findings into clear problem definitions and opportunity areas.
• Partner with engineers, stakeholders, and customers to shape product vision and roadmaps, not just execute on them.

Design & Prototyping

• Design polished, trustworthy interfaces that feel premium.
• Rapidly prototype ideas in code (using AI) or other methods to pressure-test concepts and build alignment fast.
• Ensure designs and prototypes are complete and well-documented, accounting for edge cases, error states, and responsiveness.

What You Bring:

Required

• 3+ years (or equivalent experience) as a Professional Designer and/or User Researcher
• Demonstrated depth in user research: interviews, usability sessions, synthesizing qualitative data, and turning behavioral insight into design direction
• Portfolio showing end-to-end product work: problem framing, research, and iteration, not just polished mocks
• Fluency in Figma and the ability to take a framed problem to production-ready UI
• Experience working directly with engineers in a fast-moving environment
• Comfort operating in ambiguity and scoping work with incomplete information
• Strong written communication for specs, tickets, async collaboration, and stakeholder alignment
• Familiarity with analytics tools (Pendo, PostHog, Mixpanel, Amplitude, etc.) and using data to drive decisions
• Ability to tie design decisions to business goals, saving cost or generating revenue
• Understanding of business, resource, and technical constraints when planning feature rollouts
• Ability to prototype in code (Claude Code, React, HTML/CSS, Cursor, etc.)

Preferred

• Experience in fintech, mortgage, or B2B SaaS
• Background in behavioral science, cognitive psychology, or HCI research methods
• Exposure to reinventing traditional UI patterns for AI use cases
• Prior experience in Product Management or a hybrid PM/design role

Life at TMO

TMO pairs 45+ years of category leadership with a culture that's still hands-on and collaborative. Ideas flow freely, every team member has a voice, and we have fun while we build.

Our Values: DRIVE

• Data-Driven: numbers over opinions.
• Respect: high on empathy, low on ego.
• Initiative & Agency: don't wait to be told.
• Value to Customers: create value for them above all else.
• Evolve: progress over perfection.

Benefits & Perks

• Comprehensive health coverage (medical, dental, vision)
• 401(k) matching
• Wellness programs
• Professional development
• Competitive compensation
• Employee recognition programs
• Team building & on-site amenities