About You

Youre looking for an environment team and role where youll thrive and do the best work of your career. Thats why as a Principal Product Designer on our AI team:

• Youll have a seat at the table from Day 1. Your partners and peers know what you do greatly value it and expect you to have strong opinions.
• Youll co-own a significant part of the product with your partners and youll all have the autonomy you need to drive its strategy and vision.
• Youll never have to guess about how to get promoted. We support you with clear expectations and career paths.
• Youll be able to work where and how you work best: at home the office or any mix of both

About Our AI Team

At HubSpot we are pioneers in transforming how businesses and their customers interact with artificial intelligence. We believe in balancing innovation with a strong commitment to delivering real value through helpful valuable and intuitive AI experiences.

Designing in the AI space is fast-paced and full of unknowns. Last year we launched Breeze Customer Agent one of our flagship AI Agents that can resolves 50% of common customer support issues assists with simple actions and escalates when human support is needed. Building on this success were evolving it into a 24/7 AI Concierge that supports high-volume conversations across marketing sales and service. Were also building a robust AI agent platform to empower internal teams and third-party developers to create custom agents for diverse powerful use cases.

We tackle unique research and design challenges turning user skepticism into intuitive experiences that unlock creativity and professional potential. We balance cutting-edge innovation with a strong commitment to delivering tangible valuable solutions. Embracing a learning-by-doing approach we constantly learn from a quickly evolving market. You dont need to be an AI expert; we seek curious driven imaginative designers with a high bar for craft who are eager to learn and grow. This is a unique opportunity at the intersection of UX and AI to define whats next.

Youll love this role if you

Youre a proven and seasoned design leader with a compelling portfolio that showcases your ability to define vision tackle ambiguous problems and drive significant impact at scale. This role is for a visionary leader who will define the strategic future and execute on the most complex ambiguous and high-impact problems for the Customer Agent team operating across multiple product areas to architect solutions that set new standards and unlock unprecedented value for our customers.

As a designer you are:

• A visionary and strategic thinker: You can see beyond current challenges translate abstract concepts into actionable strategies and demonstrably influence product roadmaps and organizational design.
• An exceptional communicator: You masterfully articulate complex ideas influencing executive leadership and building widespread organizational alignment through compelling narratives.
• An expert in ambiguity: You thrive in highly ambiguous environments proactively seeking out new problems to solve rather than waiting for them to be defined.
• A systems thinker: You naturally understand interdependencies and design scalable extensible solutions across broad product ecosystems.
• Research and insight-driven: Youre passionate about user understanding and adept at championing innovative research methodologies to uncover profound insights that shape product direction.
• Biased towards action: You are a dreamer who moves mountains capable of coaching and mentoring other designers raising the bar for craft and strategic thinking and leading complex initiatives from initial conception to launch.

Heres what success in your role looks like

Were seeking a Principal Product Designer with extensive product design experience ideally in complex B2B SaaS applications or AI/ML products. As a Principal Product Designer on our Customer Agent team you will be a visionary leader responsible for defining the strategic future and executing on the most complex ambiguous and high-impact problems within our platform. You will operate across multiple product areas architecting solutions that set new standards and unlock unprecedented value for our customers.

Additionally youll own the Customer Agent Context & Capabilities mission shaping how customers empower the agents they build with human-like capabilities to perform tasks and follow business practices so they can deliver a personalized and reliable experience to the visitor. This includes:

• Giving more control to customers to customise the agents behaviour
• Configuration of guidelines/instructions)
• Enable the agent to perform complex multi-step actions
• Making it easy for customers to add and manage knowledge from their other businesses systems (ie Zendesk Notion Gdrive) and unstructured knowledge (ie videos and images)
• Agent to agent handoffs/collaboration (ie agent orchestration)

Your day-to-day will involve:

Strategic Leadership & Complex Problem Solving

• Define and own the strategic vision for significant portions of our AI agent platform influencing product roadmaps and organizational design strategy.
• Frame and reframe deeply ambiguous complex problems defining entirely new opportunities for AI-powered experiences where mental models are still nascent.
• Architect holistic design solutions that span multiple systems and product lines leading the integration of advanced interaction patterns and visual language to set new standards for AI UX.

Driving Innovation & Influence

• Lead the integration of advanced prototyping methods into the workflow to test groundbreaking concepts.
• Champion novel research approaches to uncover latent user needs and future possibilities for AI.
• Drive cross-organizational influence building strong alignment and consensus across teams departments and executive leadership while effectively communicating the value and rationale of design decisions.

Mentorship & Craft Excellence

• Coach and develop senior product designers fostering a culture of excellence craft and continuous learning within the design organization.
• Establish and drive content design standards for AI interactions and guide our design systems evolution to accommodate new AI paradigms.
• Define and track key metrics to measure the success and impact of AI agent experiences iterating based on data and insights.

Shaping the Customer Agent Experience

• Work closely with cross-functional partners including product managers engineers and researchers to own and influence meaningful areas within our overall Customer Agent experience.
• Shape how customers discover evaluate and gain value from our AI-powered product. This includes empowering agents with human-like capabilities to perform tasks and follow business practices and delivering a personalized and reliable experience to visitors by providing the right context at the right time.
• Lead significant design initiatives from concept to launch delivering high-quality artifacts. This entails breaking down complex ambiguous AI problems through user-centered design leveraging research to simplify flows and create delightful experiences. Youll apply sophisticated interaction and visual design utilize appropriate prototyping methods and employ strong systems thinking to ensure consistency and scalability. Finally youll define and track key metrics to measure the success and impact of experiences iterating based on data and insights.

About UX at HubSpot

Our UX team is a passionate and diverse group of more than 200 product designers content designers researchers and design ops folks who build consumer-grade experiences while solving enterprise-level problems. Were set up to work as equal partners to our peers in product management and engineering. And we design and deliver a crafted experience to our customers by setting a high bar on ease of use. Were investing deeply in building whole and healthy UX teams across all of our disciplines so we can better solve problems for our customers.

We involve our customers in every step of our development process. And we strive to deliver a B2B product thats just as easy to use as the best B2C products on the market. When our customers grow we grow too!

Want to know more about product design at HubSpot

• The possibilities of and prioritizing usability alongside feature growth
• By the people for the people: keeping your design system evergreen
• See all HubSpot UX blog posts

One more thing you should know

Theres a lot of research showing how marginalized groups of people may not apply for jobs unless they meet 100% (or more!) of the qualifications. We also know that many UX folks come from backgrounds with different experiences that might not seem standardand thats okay! We really value people who bring unique perspectives and add new knowledge to our team.

But you might not feel like you check all the boxes as you read this job post. We get it. And we feel these things ourselves too. But we hope youll apply anyway because well take great care in working with you.

Confidence can sometimes hold us back from applying for a job. But well let you in on a secret: theres no such thing as a perfect candidate. HubSpot is a place where everyone can grow. So however you identify and whatever background you bring with you please apply if this is a role that would make you excited to come into work every day.

• The possibilities of and prioritizing usability alongside feature growth
• By the people for the people: keeping your design system evergreen
• See all HubSpot UX blog posts

One more thing you should know

Theres a lot of research showing how marginalized groups of people may not apply for jobs unless they meet 100% (or more!) of the qualifications. We also know that many UX folks come from backgrounds with different experiences that might not seem standardand thats okay! We really value people who bring unique perspectives and add new knowledge to our team.

But you might not feel like you check all the boxes as you read this job post. We get it. And we feel these things ourselves too. But we hope youll apply anyway because well take great care in working with you.

Confidence can sometimes hold us back from applying for a job. But well let you in on a secret: theres no such thing as a perfect candidate. HubSpot is a place where everyone can grow. So however you identify and whatever background you bring with you please apply if this is a role that would make you excited to come into work every day.