Staff Product Designer

The Staff Product Designer for AI Experiences will as a hands-on individual contributor design intelligent human-centered experiences powered by the Freshworks AI platform. This role will help shape how users interact with AI across our product portfolioincluding customer service IT sales and marketingensuring that machine learning automation and generative AI are integrated seamlessly into everyday workflows.

This role will contribute to the UX strategy for both AI infrastructure and product-specific AI use cases (chatbots smart recommendations generative assistance predictive automation). Working closely with Product Engineering and cross-functional partners the Staff Product Designer will ship high-quality solutions across the Freshdesk and Freshservice product suites. The ideal candidate brings strong expertise in designing for complex data-driven systems and a genuine passion for making AI intuitive trustworthy and accessible.

Roles & Responsibilities

Strategic Execution: Contribute to a cohesive UX strategy for AI across Freshworks platforms and products. Partner with Product and Engineering to embed user-centered design into core AI capabilities (e.g. model configuration feedback loops). Promote design consistency across AI use cases and ensure experiences reflect responsible design principles around transparency fairness and usability.

Design for the AI Platform: Deliver end-to-end user experiences for platform-level AI tools helping internal teams and external customers adopt and configure AI capabilities with confidence. Translate complex AI conceptslike model feedback and prompt engineeringinto clear usable interfaces in close collaboration with platform product teams.

Advance Human-Centered AI Across Products: Design product-level AI features that simplify tasks surface insights and support better decision-makingwhether in conversational interfaces generative assistants or predictive analytics. Champion user control explainability and inclusivity and use rapid prototyping and testing to continuously refine how users perceive and interact with AI.

Collaborate Across the Business: Build strong working relationships with Product Engineering Data Science and fellow UX designers. Contribute design assets and thinking that support roadmap planning capability prioritization and cross-functional decision-making around AI investments.

Deliver with Quality and Impact: Ship intelligent features and platform experiences that increase customer trust adoption and efficiency. Track UX success metrics specific to AIsuch as perceived value model comprehension intervention rates and satisfactionand contribute to scalable patterns and guidelines that enable consistency across Freshworks AI experiences.

Impact You Can Create

For Users

• Make AI feel less like a black box and more like a trusted collaboratorby designing for transparency explainability and user control across Freshworks products.
• Reduce cognitive load for support agents IT professionals and sales teams by surfacing the right AI-driven insights and automations at the right moment in their workflows.
• Raise the bar for accessibility and inclusivity in AI experiences ensuring users of all skill levels can confidently adopt and benefit from intelligent features.

For Products

• Accelerate the adoption of AI capabilities across Freshdesk and Freshservice by delivering experiences that are intuitive from day one.
• Contribute to a library of reusable AI UX patterns and guidelines that improve design consistency and speed up delivery across product teams.
• Help define and track UX success metricssuch as intervention rates model comprehension and perceived valuethat connect design decisions to measurable product outcomes.

For the Business

• Strengthen customer trust in Freshworks AI by upholding responsible design principles that reflect fairness transparency and reliability.
• Support roadmap prioritization and cross-functional alignment by contributing design thinking that bridges user needs and business goals.
• Contribute to Freshworks competitive positioning in the AI-powered SaaS space by helping ship innovative high-quality experiences that set a new standard for human-AI interaction in enterprise software.

Qualifications :

• Experience: 7 years of experience in product design ideally in B2B SaaS or enterprise software environments.
• AI/ML Product Experience: Required. Your portfolio should demonstrate meaningful hands-on experience designing and shipping AI-powered products (e.g. leveraging LLMs generative AI conversational AI or predictive modeling).
• Collaboration & Influence: Proven ability to work effectively across product engineering and design teams and communicate design decisions clearly to stakeholders.
• Technical Fluency: A solid understanding of AI/ML fundamentalsincluding possibilities and limitationsenabling effective partnership with engineering and data science teams.
• Education: Bachelors or Masters degree in Design HCI Cognitive Science Computer Science or a related field.

Skill Inventory

AI/Design Leadership

• AI Design Strategy: Contributing to and executing on a clear vision and principles for how the company designs for AI.
• Ethical AI Frameworks: Applying guidelines for responsible and trustworthy AI in day-to-day design work.
• Innovation Management: Participating in and advancing a culture of rapid experimentation and learning in an uncertain domain.

Core AI Design Skills

• Human-AI Interaction: Strong command of designing for non-deterministic systems including error handling and explainability.
• Conversational Design (CUI): Proficiency in designing dialogue flows persona and interaction models for chatbots and assistants.
• Generative AI & Prompt Design: Experience designing interfaces that help users effectively co-create with generative models.
• Prototyping for AI: Ability to prototype and test experiences that simulate AI behavior and responsiveness.

Foundational Skills

• Systems Thinking: Ability to understand the broader picture and design how AI integrates across a complex product ecosystem.
• User Research for AI: Skill in uncovering user mental models and needs related to intelligent systems.

Soft Skills

• Ambiguity Tolerance: Comfort operating in a fast-evolving space where answers arent always clear.
• Communication & Influence: Strong ability to articulate design decisions and build alignment with stakeholders across levels.

Additional Information :

At Freshworks we have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.

Remote Work :

No

Employment Type :

Full-time