Staff Product Designer

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

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 portfolio—including customer service, IT, sales, and marketing—ensuring 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 concepts—like model feedback and prompt engineering—into 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-making—whether 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 AI—such as perceived value, model comprehension, intervention rates, and satisfaction—and 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 collaborator—by 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 metrics—such as intervention rates, model comprehension, and perceived value—that 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 fundamentals—including possibilities and limitations—enabling effective partnership with engineering and data science teams.
• Education: Bachelor's or Master's 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 aren't 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.