About the role
Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. There's another option. Freshworks. With a fresh vision for how the world works. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us. Working with cross-functional teams (developers, product managers, product researchers, content designers, fellow designers) to drive design vision and strategy that meets the needs of our users Applying strategic thinking to visualize ideas and concepts and communicate them effectively and compellingly for internal stakeholders, partners and customers Using facilitative leadership skills to drive to the best outcome for stakeholders, partners and customers Building positive, collaborative relationships with product management, development, marketing, and the broader UX team, as well as continuously "raising the bar" as an effective leader of positive change Running design thinking workshops and helping to guide, improve, and implement design and feedback processes Being an active mentor for senior designers, and helping lead critique, design reviews, and quarterly planning Drive user research and deliver research outcomes to the product teams and the management You have 8+ years of experience in the product design field Expert knowledge of the end to end product design process, demonstrating a command of product strategy, distilling the jobs to be done for a given user, journey mapping, wireframing and prototyping, user testing, and high fidelity visuals The ability to craft beautiful designs and delightful, useful, and usable experiences; you have strengths in visual design, interaction, and product design Deep experience with driving and applying user-centered design processes while working with cross-functional teams including development, product management, and product research Proven experience in user research and data driven design Excellent communication and storytelling skills; you have the ability to help your team and stakeholders understand the “why” behind your design rationale AI fluency: Experience designing AI-driven or agentic workflows, with a strong understanding of how AI can enhance user productivity and autonomy in enterprise systems, and proficient in leveraging AI tools to optimize your own design and productivity workflows. Service Operations expertise: Deep understanding of Service Operations (ITOM /Devops/ Incident Management/ Monitoring/ Observability) concepts and workflows, ideally with experience designing solutions for these domains. Please note this is a hybrid role with onsite expectations of 3x/week (Tues - Thurs) from our San Mateo, CA headquarters. The annual base salary range for this position is $194,650 - $240,450. This role is also eligible for a target