Company Description
Depop is the community-powered circular fashion marketplace where anyone can buy, sell and discover desirable secondhand fashion. With a community of over 35 million users, Depop is on a mission to make fashion circular, redefining fashion consumption. Founded in 2011, the company is headquartered in London, with offices in New York and Manchester, and in 2021 became a wholly-owned subsidiary of Etsy. Find out more at www.depop.com
Our mission is to make fashion circular and 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.
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 [email protected]. For any other non-disability related questions, please reach out to our Talent Partners.
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!
