Staff Product Designer (Experience & Engagement)

What you’ll do

• Own end-to-end design vision and execution across the full CX product surface, spanning Help Center, Chatbot, Voicebot, and the in-app Concierge support experience.
• Drive MVP and future-state concepts across the AI-powered support ecosystem, including self-service flows, conversational interactions, escalation paths, and proactive outreach surfaces.
• Lead design for Concierge, Coinbase's premium support product, translating a $50M+ revenue goal into a high-touch, differentiated in-app experience.
• Partner with Product, Engineering, and CX Operations to ground design decisions in real support data, automation performance metrics, and customer satisfaction signals.
• Shape a reusable design system pattern library for AI-powered support, collaborating with the Coinbase Design System team to ensure consistency across Help Center, Chatbot, and Voicebot.
• Build direct relationships with customers and support agents to generate insights that influence how Coinbase delivers world-class support at scale.

Required skills & experience

• 7+ years of Product Design experience with meaningful work on support, service, conversational UI, or AI-powered interfaces.
• Track record of shipping end-to-end product design across both customer-facing and operator-facing (agent/internal tooling) surfaces within cross-functional teams.
• Demonstrated ability to work autonomously across a complex, multi-surface product ecosystem, from early concept through production launch.
• Mastery of visual design, interaction design, and conversation flow design, with fluency in Figma and modern prototyping tools.
• Strong cross-functional communication and stakeholder management across engineering, product, operations, and executive audiences.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.