Staff Product Designer – Experience, Engagement

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

📋 Description

• Take full ownership of the design vision and implementation across the entire CX product landscape, which includes the Help Center, Chatbot, Voicebot, and the in-app Concierge support experience.

• Propel MVP and future-state concepts within the AI-driven support ecosystem, encompassing self-service flows, conversational interactions, escalation paths, and proactive outreach channels.

• Lead the design efforts for Concierge, Coinbase's premium support service, translating a revenue target exceeding $50M into a high-touch, unique in-app experience.

• Collaborate with Product, Engineering, and CX Operations to anchor design choices in actual support data, automation performance metrics, and customer satisfaction indicators.

• Develop a reusable design system pattern library for AI-enabled support, working alongside the Coinbase Design System team to ensure uniformity across Help Center, Chatbot, and Voicebot.

• Establish direct connections with customers and support agents to gather insights that shape how Coinbase delivers outstanding support at scale.

⛳️ Requirements

• Over 7 years of experience in Product Design, with significant contributions to support, service, conversational UI, or AI-integrated interfaces.

• Proven history of delivering end-to-end product design for both customer-facing and operator-facing (agent/internal tooling) platforms within cross-functional teams.

• Established ability to work independently across a complex, multi-surface product ecosystem, from the initial concept phase through to production launch.

• Proficient in visual design, interaction design, and conversation flow design, with expertise in Figma and contemporary prototyping tools.

• Excellent cross-functional communication and stakeholder management skills across engineering, product, operations, and executive levels.

• Responsible utilization of generative AI, ensuring human oversight to deliver business-ready results and foster measurable enhancements in workflow efficiency, cost, and quality.

🏝️ Benefits

• Total compensation may also encompass equity and eligibility for bonuses, in addition to benefits such as medical, dental, vision, and 401(k).