Lead Product Designer

Job Description

Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating that ambition by building products rooted in AI, automation, and intelligent customer experiences, because behind every interaction lies an opportunity to make a human connection.

As a Lead Product Designer on our AI Agents team, you’ll shape intuitive, trusted AI automation experiences that help businesses deliver better service at scale. You’ll turn complex agentic capabilities across messaging, voice, and email into clear, configurable products that drive customer adoption and strengthen Zendesk’s leadership in AI-powered customer service. You will collaborate closely with other designers in the space to ensure an optimal and consistent end-to-end experience. Your role will be critical to the success and adoption of the AI Agents product mission.

We believe in a collaborative working style, working hand in hand with Product Managers, Engineers, Content Designers, and Researchers. We work with a bias towards rapid prototyping, experimentation, and an obsession with our customers and their needs.

You will get to collaborate mostly with teams in Germany, Portugal, Denmark and Poland but also distributed teams in AMER and APAC.

What you get to do every single day:

• Lead end-to-end design for AI Agents experiences, from discovery and strategy through prototyping, launch, and iteration.
• Use customer research, product usage, support signals, and market insights to identify opportunities, validate concepts, and improve adoption.
• Partner with Product, Engineering, Research, Content Design, and Data teams to translate complex technical capabilities into simple, useful customer experiences.
• Establish reusable design patterns, principles, and quality standards that create a consistent end-to-end AI Agents experience that promote ease of use and optimise how customers interact with our products while partnering with other designers on the larger product and platform vision.
• Use AI-enabled tools to accelerate discovery, ideation, synthesis, and prototyping while applying strong design judgment and validating outputs against customer evidence and established design standards.

What you bring to the role:

• 7+ years of product design experience creating consumer or B2B SaaS applications — experience designing enterprise customer service, self-service, workflow automation, or conversational experiences.
• Experience designing generative AI, automation, or AI-assisted workflows, with an understanding of how to build experiences that account for transparency, user control, error recovery, and trust in AI-powered products.
• Proactive self-starter comfortable with ambiguity and has the ability to operate in a technical environment and help visualize the impact of technical decisions on the global user experience.
• A solid design process, collaboration mindset and strong communication and storytelling skills, including the ability to present design rationale and navigate feedback with senior stakeholders
• Experience creating reusable patterns, frameworks, or design-system contributions that improve quality and consistency across teams.
• Experience using AI to improve design workflows and team effectiveness, while applying critical judgment to assess quality, accuracy, accessibility, and bias.
• A portfolio that demonstrates end-to-end product design work, strategic thinking, and your specific impact on shipped experiences.

What’s in it for you?:

• Ownership of the projects you work on and freedom to put your ideas on the table
• Being a part of defining new standards in an emerging space 
• Flexible working hours and the ability to work remotely
• Opportunity to learn and grow with a hardworking and passionate team

Think you’re up to the challenge? We’re inviting forward-thinking, ambitious & progressive people to join our growing team - we guarantee it will be one of your most enjoyable, memorable, rewarding, and important gigs of your career.

***** Please submit a link to your portfolio or work samples with your application *****

Zendesk is an Equal Opportunity Employer

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

Zendesk is committed to the full inclusion of all qualified individuals. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected].

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.