Senior CX Designer, AI & Digital Experiences

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

📋 Description

• Create and prototype AI-driven customer experience touchpoints, such as agentic workflows, intelligent chatbots, and AI-supported self-service interactions throughout the customer lifecycle.

• Pinpoint opportunities to incorporate AI into critical moments of the customer journey to minimize friction, enhance discoverability, and boost customer self-sufficiency.

• Collaborate with teams across marketing, sales, product, engineering, and customer success to convert AI capabilities into user-friendly, customer-focused experience concepts.

• Map and evaluate the complete customer journey within Actian’s digital ecosystem, encompassing web, community, support, onboarding, and self-service channels to identify gaps and prioritize impactful improvements.

• Design interconnected, cohesive digital experiences that enable customers to more easily locate what they need and achieve value more swiftly.

• Advocate for a consistent experience layer across Actian’s varied product offerings, ensuring a unified sense of engagement for customers, regardless of the product they use.

• Create self-service and digital-first customer experiences that align with Actian’s product-led growth strategy, including trial activation, onboarding processes, and in-journey guidance.

• Collaborate with the CX strategy team to develop experience concepts for new product launches and innovative go-to-market strategies.

• Identify points where customers encounter obstacles or abandon self-service flows and devise interventions to enhance conversion and retention rates.

• Produce high-quality CX design artifacts like journey maps, service blueprints, experience briefs, wireframes, conceptual prototypes, and storyboards that translate strategy into actionable guidance for cross-functional teams.

• Organize and lead design thinking workshops with stakeholders from Product, Marketing, Customer Success, Sales, and IT to gather insights and collaboratively create experience solutions.

• Transform customer research, behavioral data, and competitive analysis into prioritized, actionable improvements in customer experience.

• Establish clear success metrics for each CX initiative and monitor enhancements against key experience indicators such as self-service resolution rates, time-to-value, customer satisfaction, and digital engagement.

• Build a proven track record of impactful CX design that connects design choices to measurable business and customer outcomes.

• Present findings, designs, and outcomes effectively to senior leadership, making a compelling case for investments in customer experience.

⛳️ Requirements

• 5–7+ years of experience in customer experience design, experience strategy, service design, or a closely related field within SaaS, enterprise software, or digital consulting.

• Proven expertise in design thinking methodologies, including journey mapping, service blueprinting, persona development, and Jobs-to-be-Done, with evidence of real-world impact.

• Practical experience in designing or conceptualizing AI-enhanced experiences, such as chatbot or virtual assistant flows, agentic interactions, or AI-assisted self-service.

• Active and demonstrated use of AI tools in daily design and strategy work, including AI platforms (e.g., Claude, ChatGPT, Gemini), AI-assisted design tools (e.g., Figma Make), and AI-integrated research, synthesis, or prototyping workflows; ability to articulate how AI has transformed your work.

• Understanding of product-led growth principles and experience in designing self-service or trial/freemium customer journeys.

• Strong visual communication and prototyping abilities; capable of creating wireframes, mockups, storyboards, and flow diagrams that can be actionable by cross-functional teams.

• Proven capability to connect design efforts to measurable outcomes and effectively present impact to executive stakeholders.

• Skilled facilitator; comfortable in planning and conducting design thinking workshops with diverse, senior stakeholders.

• Excellent written and verbal communication skills, complemented by a strong executive presence.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive healthcare and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.

• Access to cutting-edge tools and technologies for your work.