Product Designer , Customer Service Design

You will observe customer journeys and contact handler interactions to design and prototype innovative, user-centered solutions for the Customer Service Innovation Lab. You will collaborate with cross-functional partners to scope features, conduct usability tests, and deliver designs that improve the customer experience.

Responsibilities

• Observe customers and contact handlers, identify design opportunities, and translate insights into concepts
• Own design for defined workstreams from discovery through interaction design, prototyping and handoff
• Conduct co‑design sessions and quick usability tests with contact handlers
• Build interactive, often AI‑powered prototypes rapidly to validate ideas
• Partner with product managers and engineers to scope MVPs, evaluate trade‑offs and deliver build‑ready designs
• Apply inclusive design standards and contribute to the CS‑UX design system
• Present concepts, test results and prototypes in pod reviews and lab demos

Requirements

• 5+ years of design experience
• Online portfolio demonstrating end‑to‑end, user‑centered design solutions for desktop and mobile
• Knowledge of usability principles and techniques
• Familiarity with accessibility standards (WCAG 2.2 AA) and responsible‑AI patterns

Benefits

• Sign‑on payments and RSUs
• Comprehensive health, dental, vision and prescription insurance
• Basic Life & AD&D insurance, supplemental life options
• Employee Assistance Program and mental health support
• Flexible spending accounts, adoption and surrogacy reimbursement
• 401(k) matching
• Paid time off and parental leave

Key Skills