Senior Product Designer II, CRM

Responsibilities

• Interaction & Visualizations: Drive alignment and decision-making with visual artifacts like customer journeys, user flows, wireframes, and prototypes to illustrate the vision and shape impactful CRM and AI experiences.
• Prototyping & Research: Support usability testing and research efforts by creating prototypes (including multimodal and voice) and facilitating research sessions. Analyze feedback and iterate on designs to ensure our solutions deliver high-trust, low-friction AI interactions.
• AI-Enhanced Workflows: Design and develop AI-based conversational and multimodal experiences. Participate in discovery work to better understand agent behaviors, operational pain points, and workflow inefficiencies. Translate qualitative and quantitative insights into actionable product opportunities for AI.
• Documentation & Requirements: Deliver effective design documentation (e.g., sample dialogs, conversational flow diagrams, and multimodal flows) to communicate experience requirements for complex initiatives like Onboarding Automation and AI Self-Service Knowledge to Engineering and Product partners.
• Cross-Functional Collaboration: Build strong relationships with Product, Engineering, and stakeholders to understand priorities and collaborate on solutions.
• Strategic Balance: Balance user needs, technical constraints (e.g., LLM capabilities), and Product objectives to solve problems effectively. You will craft best-in-class multimodal user experiences that are desirable, technically feasible, and viable for the business.
• Product Strategy: Contribute to scalable product and design solutions by thinking beyond individual screens and considering how workflows, data, and user actions connect across the broader Home Platform ecosystem.
• Design Systems & Consistency: Contribute to and work within established design systems to ensure consistency, usability, and scalability across the Home Platform.

Requirements

• 7+ years of product design experience, ideally within CRM, SaaS, workflow, or enterprise software products.
• A strong portfolio demonstrating systems thinking, end-to-end product design, and complex workflow problem-solving across web and mobile applications. Experience designing for AI-driven products or features is highly desirable.
• Ability to gather and synthesize product requirements from multiple stakeholders and translate them into intuitive user experiences.
• Strong understanding of interaction design, information architecture, usability principles, and scalable UX patterns.
• Experience collaborating closely with Product and Engineering teams throughout the product development lifecycle.
• Comfortable working in ambiguous environments and balancing user needs, business priorities, and technical feasibility.
• Familiarity with data-informed design decision-making, usability testing, and iterative product development.
• Proficiency with Figma and prototyping tools.
• Strong communication, presentation, and stakeholder management skills.

Qualifications

• Demonstrated experience designing AI-assisted CRM workflows, productivity tools, or automation features.
• Familiarity with conversational UX, notification systems, or agent-assist tooling.
• A basic understanding of ML/NLP fundamentals and experience designing for Generative AI.
• Experience designing internal workflows, support platforms, or back-office automation tools.
• Understanding of CRM metrics, lead funnel management, and customer engagement workflows.

Skills

• Systems Thinking
• End-to-End Product Design
• Complex Workflow Problem-Solving
• AI-Driven Product Design
• Collaboration with Product and Engineering Teams
• Data-Informed Design Decision-Making
• Usability Testing
• Iterative Product Development
• Conversational UX Design
• Notification System Design
• ML/NLP Fundamentals
• Generative AI Design
• Internal Workflow Design
• Support Platform Design
• Back-Office Automation Tool Design
• CRM Metrics Design
• Lead Funnel Management
• Customer Engagement Workflow Design

Benefits

• Paid Vacation
• Holidays
• Sick Time
• Parental Leave
• Recharge Leave
• Medical, Tele-Health, Dental and Vision Benefits
• 401(k) Plan
• Flexible Spending Accounts (FSAs)
• Commuter Program
• Life and Disability Insurance
• Maven (a support system for new parents)
• Carrot (fertility benefits)
• UrbanSitter (caregiver referral network)
• Employee Assistance Program
• Pet Insurance