Job Description

Job Title: Staff Product Designer (AI Experience - Agent Studio)

Company : Freshworks

Years of Experience: 8+ years in Product Design (preferably B2B SaaS / Enterprise)

Location: Hybrid (Bengaluru)

Role Type: Full-Time

Eligibility:

• 8+ years of experience in product/UX design
• Mandatory experience designing AI/ML-powered products
• Strong portfolio showcasing AI features (LLMs, generative AI, conversational AI, predictive systems)
• Bachelor’s or Master’s degree in Design, HCI, Cognitive Science, Computer Science, or related field
• Strong understanding of AI/ML fundamentals

Role Overview:

This role focuses on leading the design of AI-powered user experiences across the Freshworks platform. As a hands-on individual contributor, you will shape how users interact with AI—ensuring it is intuitive, trustworthy, and seamlessly integrated into workflows across customer service, IT, sales, and marketing products.

Key Responsibilities:

• Contribute to and drive UX strategy for AI across products
• Partner with Product & Engineering to design scalable AI capabilities
• Ensure consistency and quality across AI-driven features
• Apply responsible AI design principles (transparency, fairness, usability)
• Design end-to-end experiences for AI platform tools and capabilities
• Simplify complex AI concepts (model training, prompts, feedback loops) into intuitive interfaces
• Enable easy adoption and configuration of AI features
• Design AI features like chatbots, recommendations, automation, and predictive insights
• Focus on usability, explainability, and user control
• Use prototyping, testing, and iteration to refine experiences
• Work closely with Product, Engineering, Data Science, and UX teams
• Align AI UX with business and user needs

Skills and Qualifications:

• Strong experience designing AI/ML-powered products
• Deep understanding of user-centered design for complex systems
• Experience with conversational AI, generative AI, and predictive analytics
• Solid grasp of AI/ML fundamentals (capabilities & limitations)
• Ability to collaborate effectively with engineering and data science teams
• UX strategy, interaction design, prototyping, and usability testing
• Designing for data-heavy and enterprise-grade applications
• Strong stakeholder management skills
• Ability to influence cross-functional teams
• Clear communication of design decisions and rationale
• Passion for human-centered AI