Senior Staff Product Designer (AI Experience)

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 Senior Staff Product Designer for AI Experiences will, as a hands-on individual contributor, lead design for intelligent, human-centered experiences powered by the Freshworks AI platform. This critical role will shape how users interact with AI across our entire product portfolio—including customer service, IT, sales, and marketing—ensuring that machine learning, automation, and generative AI are seamlessly integrated into everyday workflows.

This role will contribute to and help define the UX strategy for both AI infrastructure (platform capabilities, APIs, tools) and product-specific AI use cases (chatbots, smart recommendations, generative assistance, predictive automation). It will work directly with stakeholders in Product, Engineering, and other cross-functional areas to ship world class solutions across the Freshdesk and Freshservice product suites. The ideal candidate brings deep expertise in designing for complex, data-driven systems and a passion for making AI intuitive, trustworthy, and accessible to users of all skill levels.

The Impact You Will Make

As the Senior Staff Product Designer for AI Experiences, you will be the primary design architect for how the world interacts with Freshworks AI. You will move beyond standard interface design to invent new paradigms of Human-AI interaction. Your direct impact will be measured across four key pillars:

• Driving Widespread AI Adoption & Trust: You will transform complex, non-deterministic machine learning models into intuitive, frictionless workflows. By championing user control and explainability, you will bridge the gap between advanced AI capabilities and everyday user confidence, directly driving the adoption of AI features across our global customer base.
• Accelerating Speed-to-Market for AI Innovation: By creating scalable AI design patterns, frameworks, and platform-level UX guidelines, you will act as a force multiplier. Your foundational work will empower diverse product teams across Freshdesk, Freshservice, and beyond to ship consistent, world-class AI experiences faster and with higher quality.
• Pioneering Responsible & Ethical AI: You will safeguard our users and our brand by defining and embedding ethical AI frameworks into our product DNA. You will ensure that transparency, fairness, and inclusivity are not just afterthoughts, but core components of every generative, conversational, and predictive touchpoint.
• Delivering Measurable Business Value: You will directly influence customer retention and expansion by designing AI solutions that solve real business problems. You will establish and move the needle on critical AI UX metrics—such as perceived value, model comprehension, and intervention reduction—proving that great AI design drives tangible ROI for our customers' IT, support, and sales teams.

Roles & Responsibilities

Strategic Execution

• Adhere and contribute to a cohesive UX strategy for AI across the Freshworks platform and products.
• Partner with Product and Engineering to embed scalable, user-centered design into foundational AI capabilities (e.g., model management, AI configuration, feedback loops).
• Drive design quality and consistency across AI use cases in multiple products, from proactive suggestions in IT workflows to smart automations in customer support.
• Ensure AI user experiences reflect responsible design principles, supporting transparency, fairness, and usability.

Design for the AI Platform

• Shape end-to-end user experiences for platform-level AI tools, empowering internal teams and external customers to adopt and configure AI capabilities with confidence.
• Translate complex AI concepts—like model training, feedback capture, and prompt engineering—into clear, usable interfaces.
• Collaborate with product teams to ensure the underlying infrastructure supports frictionless, human-centered AI interaction across use cases.

Advance Human-Centered AI Across Products

• Lead the design of product-level AI features that simplify tasks, surface insights, and enhance decision-making—whether in conversational interfaces, generative assistants, or predictive analytics.
• Champion user control, explainability, and inclusivity across all AI-driven touchpoints.
• Use rapid prototyping, testing, and iteration to refine how users perceive and interact with AI.

Collaborate Across the Business

• Build strong partnerships with Product, Engineering, Data Science, and fellow UX designers across the company.
• Align AI UX design with business strategy and user needs across diverse product teams.
• Create design assets to assist in and accelerate roadmap planning, capability prioritization, and cross-functional decision-making for AI investments.

Deliver with Quality and Impact

• Ship intelligent features and platform experiences that increase customer trust, adoption, and efficiency.
• Define and monitor UX success metrics specific to AI, such as perceived value, model comprehension, intervention rates, and satisfaction.

Create scalable patterns, frameworks, and guidelines that enable consistency and speed in AI UX development across Freshworks.

Qualifications

• Experience: 10+ years of experience in product design, ideally in B2B SaaS or enterprise software environments.
• AI/ML Product Experience: A mandatory requirement. Your portfolio must showcase significant leadership and hands-on experience in designing, shipping, and iterating on AI-powered products (e.g., leveraging LLMs, generative AI, conversational AI, or predictive modeling).
• Strategic Acumen: Demonstrated ability to think strategically and make connections across products and teams.
• Technical Fluency: A strong understanding of the fundamentals of AI/ML, including its possibilities and limitations, enabling credible 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.

Skills

AI/Design Leadership

• AI Design Strategy: Defining a clear vision and principles for how a company designs for AI.
• Ethical AI Frameworks: Expertise in creating and implementing guidelines for responsible and trustworthy AI.
• Innovation Management: Fostering a culture and process that enables rapid experimentation and learning in an uncertain domain.
• Thought Leadership: Acting as an internal and external expert on the future of Human-AI Interaction.

Core AI Design Skills

• Human-AI Interaction: Mastery of designing for non-deterministic systems, including error handling and explainability.
• Conversational Design (CUI): Expertise in designing dialogue flows, persona, and interaction models for chatbots and assistants.
• Generative AI & Prompt Design: Experience designing interfaces that allow users to 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 see the big picture and design how AI integrates across a complex product ecosystem.
• User Research for AI: Expertise in uncovering user mental models and needs related to intelligent systems.

Soft Skills

• Ambiguity Tolerance: Thriving in a fast-evolving space where the answers are not always clear.
• Futuristic Thinking: A passion for exploring future trends and translating them into tangible product concepts today.
• Communication & Influence: Exceptional ability to articulate a complex vision and influence stakeholders at all 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.