Senior Staff Product Designer (AI Experience)

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.