Responsibilities

• Own critical flows like onboarding, activation, and trial-to-paid conversion ensuring connection across marketing, product, and support
• Partner with product, engineering, marketing, and business leaders to define and align on customer-centered growth strategies
• Collaborate with cross-functional and senior leaders to advocate for customer-centered thinking and guide decisions for acquisition, engagement, and retention
• Facilitate workshops and co-creation sessions to define experience strategies, journey maps, and service blueprints
• Work closely with marketing, sales, and support to ensure seamless experiences across all touchpoints
• Use conversation data, behavioral analytics, and experimentation to uncover opportunities and refine user experience
• Lead best practices in experience design establishing systems, patterns, and principles that scale
• Identify opportunities and improve end-to-end experience consistency using journey mapping and systems thinking
• Rapidly create and test concepts in Figma and other tools, leveraging AI and validate solutions through user research and testing
• Provide coaching, feedback, and thought leadership to elevate the design team’s craft and impact
• Define success metrics, run evaluations, and iterate with product and research teams
• Help grow a supportive and ambitious team of designers
• Champion AI integration in experience design leveraging AI tools for process and outcomes

Requirements

• 8+ years in product or UX design with a portfolio showing impact on digital product flows and multi-touchpoint experiences
• Skilled at seeing the system holistically and focusing on details
• Confident in engaging senior leaders and cross-functional peers to drive alignment and advocate for design-led growth
• Strong problem framing, research synthesis, and insight translation skills
• Experienced with generative and evaluative research methods
• Highly proficient in Figma and prototyping platforms; comfortable with AI-enabled tools
• Ability to align stakeholders through storytelling and collaborative workshops
• Experience coaching designers and raising design standards
• Collaborative and empathetic partner balancing customer needs with business and technical constraints
• Comfortable bringing clarity and momentum in complex environments

Nice To Have

• Experience in SaaS or product-led growth environments
• Familiarity with experimentation frameworks like A/B testing
• Contribution to or governance of a design system
• Experience designing for retention, engagement, and lifecycle experiences