Director, Digital Product Design

About the role

The Director of Product Design will lead product designers responsible for creating digital experiences that deliver on Safelite’s promise of Easy, Fast, Done across the customer, client, and technician ecosystem. This leader will work across Safelite to define high-value problems, translate customer needs and business opportunities into high-quality product experiences, accelerate learning, and deliver measurable customer and business outcomes. This leader will help Safelite design for the next era of digital experiences - where journeys are increasingly AI-enabled, adaptive, conversational, and connected across digital, human, and operational touchpoints. They will elevate product design as a strategic capability by strengthening how Safelite discovers, designs, tests, and scales digital experiences.

Responsibilities

• Own design quality and outcomes across the digital portfolio
• Lead product design across Safelite’s digital ecosystem, including:
• Consumer experiences. Safelite.com and the post-booking customer portal.
• Partner and commercial experiences. Insurance partner platforms and fleet/commercial portals.
• Associate and technician tools. The digital tools field technicians and contact center colleagues use to do their work.
• AI and agentic experiences. Conversational agents serving customers, insurance carriers, and technicians.
• Set and enforce the experience bar for interaction design, content, accessibility, and visual quality across every squad and surface.
• Translate customer insight, business strategy, and product direction into clear experience direction designers can run with.
• Make design tradeoffs based on customer impact, business value, technical feasibility, and operational reality, and make those tradeoffs visible to leadership.
• Connect design decisions to measurable outcomes: conversion, containment, self-service completion, satisfaction, and associate efficiency.
• Build and lead the product design team
• Lead, coach, and develop a team of product designers across consumer, partner and commercial, associate and technician, and agentic surfaces.
• Set clear expectations for craft, product judgment, partnership, and execution.
• Hold the bar. Build team capability in discovery, experimentation, prototyping, service thinking, and AI-enabled design.
• Coach designers to use AI fluently across the product lifecycle: research synthesis, concept generation, prototyping, and iteration.
• Evolve The Design System Into a Scalable Experience System
• Move Safelite’s design system beyond a reusable component library into a shared experience system that drives consistency across journeys, platforms, and touchpoints.
• Define and govern shared patterns, components, accessibility standards, and design principles used across every squad.
• Improve design-to-development handoff and implementation quality in partnership with Engineering.
• Establish the rituals, including critique, documentation, and review, that allow design quality to scale without slowing teams down.
• Lead AI-enabled And Adaptive Experience Design
• Partner with AI and Agentic product leadership to design Scarlett, Gray, and Chad as trustworthy, useful, and customer-centered experiences.
• Establish reusable AI-era UX patterns: conversational design, guided decisioning, confidence states, fallback logic, and human handoff.
• Help teams decide where AI should automate, assist, recommend, escalate, or stay out of the way.
• Translate complex agentic capabilities into simple, intuitive experiences grounded in real customer and associate needs.
• Performs other duties as assigned

Qualifications

• Education Qualifications: Bachelor's Degree in Human Factors, UX Design, Communication Design or related field Required
• Experience Qualifications: 8+ years of product design, UX design, interaction design, or service design experience. 3+ years leading or managing product designers, with demonstrated ability to raise the craft bar across a team. Strong portfolio showing customer-facing digital products across web, mobile, and responsive surfaces, with measurable customer and business impact. Hands-on use of digital analytics platforms (Quantum Metric, Heap, Amplitude, FullStory, or similar). Expert-level fluency in Figma, including components, variants, auto-layout, and design system contribution. Demonstrated fluency using AI across the product lifecycle: strategy development, discovery, customer signal, research synthesis, prototyping, and testing. Fluent with tools like Claude, Claude Code, Claude Design, ChatGPT, Cursor, Lovable, and Figma. Experience evolving or scaling a design system across multiple products and teams. Strong product partnership skills. Operates alongside PM and Engineering as a peer, not downstream. Ability to connect design decisions to customer outcomes and business metrics. Strong written and verbal communication. Ability to operate in ambiguity and bring structure to complex experience problems.