UX Designer

About the role

You will define and shape the end-to-end user experience for a chat-based customer support application powered by AI and conversational interfaces. Working in support of the Product Owner, you will translate product goals, customer needs, and technical constraints into clear, intuitive, and scalable experiences that can evolve as the product grows in scope, sophistication, and complexity over time. This role works closely with and in support of the Product Owner, while partnering with Engineering, AI, and other cross-functional stakeholders to define conversation patterns, user flows, interaction models, and design approaches that support both current needs and future product expansion.

Responsibilities

• Partner closely with the Product Owner, Engineering, and other stakeholders to translate business requirements, customer needs, and technical constraints into user-centered conversational design solutions
• Define personas, conversation journeys, user flows, and interaction models for chat-based customer support experiences, with an eye toward increasing product breadth and complexity over time
• Design conversation structures, error handling, fallback experiences, and assistive guidance that make chatbot interactions feel clear, useful, and human-centered
• Create low-fidelity and high-fidelity wireframes and prototypes in Figma to support design validation, stakeholder alignment, and developer handoff
• Partner closely with engineers to ensure designs are feasible, correctly implemented, and aligned with UX intent
• Plan and conduct usability testing (including conversational UX testing) and iterate based on findings and feedback
• Help establish and scale UX standards, design patterns, and best practices for conversational and AI-powered experiences across an evolving customer support platform
• Clearly present design rationale, trade-offs, and recommendations to stakeholders; actively invite feedback and iterate on designs
• Champion a collaborative, iterative design approach that explores multiple solutions rather than defaulting to a single-answer mindset

Requirements

• Proven experience designing UX and interaction flows for AI-powered, chatbot, or conversational applications
• Experience designing interaction flows and interfaces for LLM-based applications
• Strong proficiency with Figma for wireframing, prototyping, and design collaboration
• Solid understanding of UX fundamentals, interaction design, and user-centered design principles
• Experience defining personas, journey maps, user flows, and interaction models
• Demonstrated ability to work effectively within technical, business, and time constraints
• Strong communication skills with the ability to explain design decisions and influence stakeholders
• Comfort working in cross-functional, agile product teams

Benefits

• Flexibility: Unlimited vacation, subject to local regulations and business priorities. Hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Confidential one-to-one support through our Employee Assistance Program, Wellbeing Champions and Gather Groups, and monthly events and initiatives designed to help you thrive—inside and outside of work.
• Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*
• Sustainability: Paid time off for volunteering and donation-matching opportunities to support causes that matter to you.
• Inclusion: Involvement in inclusion communities such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.
• Career Development: Online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Global recognition program, Finastra Celebrates, and regular employee surveys that help shape our culture and ways of working.

Specific benefits may vary by location.

Applicants for this position need to be located in the posted location or their immediate surrounding areas. This job posting is not available for applicants who currently reside in New York City or California.