Senior Director - Product Design (CX)
Senior Director - Product Design (CX)
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Salary Not Disclosed
1 Vacancy
Job Description
The Sr. Director User Experience for the CX business will be a strategic leader responsible for shaping and executing the UX vision across our suite of CX products. This leader will drive a customer-centric culture champion design excellence and ensure our products deliver intuitive impactful and delightful experiences at scale. The ideal candidate combines deep expertise in UX strategy and execution with proven leadership in building and inspiring high-performing teams.
Key Responsibilities
Lead with Vision & Strategy
- Define and communicate a compelling clear and actionable UX vision for the CX product suite aligned with Freshworks overall mission and strategy.
- Lead end-to-end UX strategy and execution for all CX products ensuring consistency usability and measurable impact on customer satisfaction and business metrics.
- Develop and connect team charters to the broader company vision ensuring every UX initiative supports Freshworks business goals.
- Demonstrate strategic thinking and adaptability in the face of complex product and organizational challenges.
- Serve as a visible thought leader for UX both inside and outside Freshworks-representing the company at industry events with customers and in the broader design community.
Champion the Customer
- Establish and implement customer-centric UX strategies setting clear goals for usability accessibility and customer delight.
- Oversee direct and indirect customer feedback collection analysis and integration into the design process ensuring the voice of the customer is central to all decisions.
- Collaborate cross-functionally with Product Engineering Marketing and Customer Success to resolve escalated customer issues and drive continuous improvement in the customer journey.
- Drive short and medium-term plans to enhance customer satisfaction and product adoption through exceptional user experiences.
- Partner with research and analytics teams to define and track key UX metrics (e.g. task success NPS CSAT time-to-value).
Cultivate a Growth Mindset
- Create a culture of trust and psychological safety where team members are empowered to share ideas experiment and learn from failure.
- Recognize and reward innovative thinking rapid iteration and successful results within and across UX and product teams.
- Lead by example in embracing new challenges and setting high-impact goals for yourself and your teams.
- Demonstrate humility and openness in acknowledging areas for individual and team growth.
Invest in People
- Build mentor and inspire a diverse high-performing UX team leveraging global talent and resources for competitive advantage.
- Set clear quarterly goals provide regular feedback focused on both effort and outcomes and support team members through coaching mentoring and formal training.
- Foster a One Freshworks mentality investing in cross-functional relationships and promoting a sense of belonging across teams.
Execute with Excellence
- Create and drive plans and roadmaps for the effective execution of large-scale cross-functional UX initiatives.
- Ensure alignment of UX priorities with broader company and functional strategies and promote planning and accountability across multiple teams.
- Delegate operational responsibilities to develop future leaders and focus on strategic alignment across departments.
- Invest in robust stakeholder engagement ensuring UX priorities are well-represented in cross-functional decision-making.
- Advocate for accessibility and inclusive design ensuring our products are usable by all customers.
Qualifications :
- 12 years of experience in UX with at least 5 years in a senior leadership role managing managers as well as large distributed/global teams.
- Demonstrated success in building and scaling UX teams in fast-paced SaaS or enterprise software environments.
- Deep expertise in user-centered design design thinking and agile product development.
- Proven track record of delivering world-class digital experiences that drive measurable business outcomes.
- Excellent communication collaboration and stakeholder management skills.
- Experience working with global teams and customers is highly desirable.
- Experience working in the B2B or B2B2C SaaS area is preferred.
Additional Information :
The annual base salary range for this position is $257000 $338000 USD
Compensation is based on a variety of factors including but not limited to location experience job-related skills and level. Bonus/equity may be available.
Please note this is a hybrid role that requires an in-office presence 3 days / week (Tue-Thur)
Freshworks offers multiple options for dental medical vision disability and life insurances. Equity ESPP flexible PTO flexible spending commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
