Lead Product Designer

[REDACTED] is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.

By combining human instinct with the speed and efficiency of AI, [REDACTED] helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. [REDACTED]'s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.

Today, 1,900+ enterprises and 60% of the Fortune 100 rely on [REDACTED] to help them deliver consistent, trusted customer experiences worldwide.

Job Description

What Does Success Look Like

We are looking for a Lead Product Designer with 7+ years of experience designing and shipping complex enterprise software experiences. In this India-based role, you will own the end-to-end design direction for a meaningful product area, translating customer needs, product strategy, and business priorities into intuitive, scalable, AI-first experiences. You will work closely with Product Management, Engineering, QA, Research, design systems, and global stakeholders to define interaction models, prototype workflows, and raise the quality of execution across [REDACTED]'s unified customer experience platform.

The ideal candidate brings strong product judgment, systems thinking, and a clear point of view on designing AI-powered and agentic experiences where software can understand user intent, recommend next steps, support human oversight, and help users move from insight to action with confidence. They are comfortable leading ambiguous problem spaces within a defined product area, influencing cross-functional decisions, mentoring less-experienced designers, and ensuring that product experiences are usable, trustworthy, accessible, technically feasible, and aligned to measurable customer and business outcomes.

What You'll Do

• Own the design direction for a significant product area or cross-functional workflow. Partner with Product Management, Engineering, QA, Research, and design leadership to clarify customer problems, define target journeys, and translate product strategy into simple, scalable, high-quality experiences.

• Lead the design of AI-first and agentic workflows within your product area, including intent understanding, intelligent recommendations, automation, explainability, user control, trust, transparency, accessibility, and human-in-the-loop patterns. Bring concepts to life through journey maps, interaction models, clickable prototypes, and high-fidelity designs.

• Drive alignment with Product Managers, Engineers, QA, Researchers, Content Designers, and stakeholders by clearly communicating design rationale, tradeoffs, risks, and user impact. Use facilitation and storytelling to move teams from ambiguity to confident decisions.

• Use research, product data, customer feedback, workflow reviews, and usability testing to identify friction, validate design decisions, and prioritize improvements. Translate insights into product recommendations that improve task success, adoption, efficiency, trust, and customer value.

• Mentor mid-level and early-career designers by modeling strong craft, product thinking, critique practices, and design-system usage. Help raise the bar for clarity, accessibility, consistency, and execution quality across the broader design organization.

• Partner closely with Engineering and QA through implementation, ensuring design intent is preserved, edge cases are addressed, and shipped experiences meet the expected quality bar. Balance speed, technical constraints, product priorities, and long-term platform coherence.

What Makes You Qualified

• 6+ years of product design experience, with a strong portfolio demonstrating ownership of complex product areas from problem definition through shipped or near-shipped outcomes.

• Demonstrated ownership of AI-powered or agentic product experiences, including trust, transparency, user control, automation, explainability, accessibility, and human-in-the-loop design patterns.

• Experience using research, customer insight, product data, usability testing, workflow analysis, competitive reviews, and qualitative synthesis to inform product and design recommendations.

• Ability to lead ambiguous design problems within a product area, define experience principles, shape end-to-end journeys, and create alignment around a clear design direction.

• Experience applying systems and service design thinking, including journey mapping, service blueprints, frontstage and backstage workflows, and cross-functional moments that shape the full customer and employee experience.

• Ability to balance customer needs, business goals, technical constraints, accessibility requirements, and delivery timelines while maintaining a high bar for craft and product quality.

• Comfortable moving quickly from early concepts to high-fidelity execution while knowing when to use sketches, prototypes, research, data, AI-assisted exploration, or design-system patterns to accelerate decision-making.

• Strong interaction design, systems thinking, visual design, and prototyping skills, with the ability to make complex enterprise workflows feel intuitive, efficient, and trustworthy.

• Excellent problem-solving skills with the ability to frame tradeoffs, identify risks, simplify complexity, and provide thoughtful direction on challenging product and interaction problems.

• Excellent written, verbal, and visual communication skills, with the ability to present design rationale and recommendations clearly to designers, product leaders, engineers, and global stakeholders.

• Experience mentoring less-experienced designers, leading critique, giving constructive feedback, and helping teams improve the quality and consistency of their design work.

• Deep empathy for user needs, especially in complex enterprise environments where clarity, trust, efficiency, accessibility, and reducing cognitive load are essential to creating painless user experiences.

• A portfolio that shows ownership of complex product areas, measurable impact, systems thinking, research-informed decisions, cross-functional influence, and shipped enterprise or SaaS work.

• Advanced proficiency with Figma, FigJam, Figma Dev Mode, design systems, and modern prototyping tools, with the ability to create clear artifacts for critique, stakeholder alignment, and engineering implementation.

• Familiarity with product delivery and documentation tools such as Jira and Confluence, design QA practices, handoff workflows, and collaboration across distributed product and engineering teams.

• Strong knowledge of design systems, reusable patterns, accessibility standards, and scalable product conventions that improve consistency and engineering efficiency across large platforms.

• Experience in SaaS, enterprise software, platforms, startups, agencies, freelance product work, internships, bootcamps, academic projects, or equivalent practical experience that demonstrates strong product design judgment and execution.

• Comfortable working from India with Product Managers, Engineering, QA, design systems, and global stakeholders through asynchronous collaboration, clear documentation, and occasional schedule overlap with U.S. Pacific Time-based teams for key design reviews, planning discussions, and cross-functional alignment.

• Experience using AI-assisted design, prototyping, research, synthesis, or workflow-mapping tools to explore ideas, evaluate alternatives, and improve the speed and quality of design work.

• Join us on this design journey where craft, user empathy, research, systems thinking, design quality, and AI-first innovation come together to simplify enterprise work and improve outcomes across the [REDACTED] platform.

We focus on our mission: [REDACTED] was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, [REDACTED] has a unified, AI-native platform for four product suites: [REDACTED] Service, [REDACTED] Social, [REDACTED] Marketing, and [REDACTED] Insights. [REDACTED] is here to do three things:

• Lead a new category of enterprise software that we call Unified-CXM.

• Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.

• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world's leading enterprise brands.

We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. [REDACTED] believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide [REDACTED]ites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

To learn more about employee benefits by region, click here.

To learn more about all-things-[REDACTED], visit our candidate resource hub here.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we're more innovative, creative, and successful.

[REDACTED] is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.

Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.

Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating [REDACTED]. [REDACTED] will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. [REDACTED] will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.

If you are contacted by someone whom you suspect may not be appropriately representing [REDACTED], please do not engage and block their email or phone number immediately.