Senior Product Designer , Customer Service Design

Lead end-to-end design for customer service innovation initiatives, from customer research and problem framing through interactive prototyping, testing, and handoff. Collaborate with product, engineering, science, and contact-handler teams to validate responsible AI-enabled experiences, communicate findings to leadership, and scale successful designs.

Responsibilities

• Observe customers and translate insights into design opportunities
• Challenge existing assumptions and generate innovative service ideas
• Lead end‑to‑end design from discovery through high‑fidelity prototyping and handoff
• Co‑create with contact handlers via workshops and rapid test‑and‑learn cycles
• Prototype AI‑powered experiences quickly to validate value and feasibility
• Shape product direction with product managers, engineers, and data scientists
• Define success metrics, scope MVPs, and make go/no‑go recommendations
• Design for trust, responsible AI, transparency, and accessibility (WCAG 2.2 AA)
• Create narratives, concept videos, and demos for senior leadership
• Scale validated concepts into production and enrich the design system
• Mentor designers, run critiques, and define lab design practices

Requirements

• 7+ years of design experience
• Online portfolio available
• Knowledge of usability principles and techniques

Benefits

• Health insurance (medical, dental, vision, prescription)
• Basic Life & AD&D insurance with supplemental options
• Employee Assistance Program and mental health support
• Medical Advice Line
• Flexible Spending Accounts
• Adoption and surrogacy reimbursement
• 401(k) matching
• Paid time off and parental leave

Key Skills