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
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.
