Experience Designer

This is a fully remote position, open to applicants in United States.

📋 Description

• Create comprehensive agentic experiences for customers, clients, and team members.

• Establish the flow of experiences across conversations, voice, visual interfaces, structured inputs, and system actions.

• Design how agents interpret user intent, gather context, clarify uncertainties, make recommendations, confirm decisions, take actions, and communicate results.

• Consider aspects such as evolving intent, incomplete data, interruptions, corrections, repeated engagement, and exceptions.

• Link agent experiences to foundational services, operational processes, and outcomes.

• Develop interaction models for agent capabilities, recommendations, decisions, and actions.

• Design customer control based on context, confidence, consequences, and risk assessment.

• Clearly communicate uncertainties and limitations.

• Design escalation processes and human intervention mechanisms while maintaining context and continuity.

• Integrate transparency, consent, and explainability into user experiences.

• Create reusable patterns for agentic, conversational, adaptive, and multimodal experiences.

• Investigate interaction models supported by context interpretation, response generation, action execution, and adaptation.

• Collaborate with design system teams to incorporate agentic patterns.

• Document principles and patterns as the organization evolves.

• Utilize AI-native tools to assess customer interactions at scale and pinpoint opportunities for enhancing agent behavior and experience quality.

• Explore hypotheses, root causes, and opportunities using AI, conversation intelligence, behavioral data, research, and assessments.

• Work alongside product and engineering teams to implement and assess improvements in live interactions.

• Establish a continuous feedback loop for AI-driven experiences.

• Undertake additional tasks as assigned.

• Adhere to all organizational policies and standards.

• Report to the Director of Product Design and collaborate with product management and engineering teams.

⛳️ Requirements

• Bachelor's Degree or equivalent professional experience.

• 4-6 years of experience in product design, interaction design, UX design, conversation design, content design, or a related field.

• 5+ years of experience in product design, interaction design, UX design, conversation design, content design, or a similar role.

• Proven experience in designing conversational, AI-enabled, adaptive, or intelligent products utilized in production environments.

• Strong interaction design skills across conversations, interfaces, information architecture, and complex service experiences.

• Excellent content judgment.

• Advanced proficiency in Figma.

• Experience contributing to scalable design systems.

• Demonstrated proficiency in leveraging AI throughout the phases of discovery, synthesis, exploration, prototyping, evaluation, and optimization.

• Experience using AI-native tools to analyze customer interactions and evaluate agent performance.

• Familiarity with agent evaluation, simulation, experimentation, or observability tools.

• Experience in continuous discovery and delivery environments.

• Comfort with transcripts, behavioral data, analytics, research, and evaluation outcomes.

• Strong collaboration skills with product management and engineering teams.

• Ability to provide structure and design judgment in emerging problem areas.

• Preferred: experience encompassing both interaction design and content or conversation design.

• Preferred: experience designing AI experiences for customers and colleagues.

• Preferred: understanding of agentic systems, including models, context, retrieval, tool usage, memory, orchestration, guardrails, and evaluation.

• Preferred: functional prototypes created using AI-enabled development and prototyping tools.

• Preferred: familiarity with AI-native conversation intelligence, agent evaluation, simulation, or optimization tools.

• Preferred: experience with voice and multimodal interactions.

• Preferred: accessible conversational, adaptive, or voice experiences.

🏝️ Benefits

• Competitive weekly compensation.

• Opportunities for bonuses.

• 401(k) plan with company matching contributions.

• Medical coverage plans tailored to meet your needs.

• Paid time off (PTO) programs.

• Company holidays.

• Paid volunteer days.

• Up to $5,250 in tuition reimbursement annually.

• Commitment to work/life balance.