Company Description
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.
Job Description
Role Overview
The Director of AI User Experience will lead design for intelligent, human-centered experiences powered by the Freshworks AI platform. This critical role will shape how users interact with AI across our entire product portfolio—including customer service, IT, sales, and marketing—ensuring that machine learning, automation, and generative AI are seamlessly integrated into everyday workflows.
This leader will own the UX strategy for both AI infrastructure (platform capabilities, APIs, tools) and product-specific AI use cases (chatbots, smart recommendations, generative assistance, predictive automation). The ideal candidate brings deep expertise in designing for complex, data-driven systems and a passion for making AI intuitive, trustworthy, and accessible to users of all skill levels.
Roles & Responsibilities
Lead with Strategy & Execution
- Define and execute a cohesive UX strategy for AI across the Freshworks platform and products.
- Partner with Product and Engineering to embed scalable, user-centered design into foundational AI capabilities (e.g., model management, AI configuration, feedback loops).
- Drive design quality and consistency across AI use cases in multiple products, from proactive suggestions in IT workflows to smart automations in customer support.
- Ensure AI user experiences reflect responsible design principles, supporting transparency, fairness, and usability.
Design for the AI Platform
- Shape end-to-end user experiences for platform-level AI tools, empowering internal teams and external customers to adopt and configure AI capabilities with confidence.
- Translate complex AI concepts—like model training, feedback capture, and prompt engineering—into clear, usable interfaces.
- Collaborate with product teams to ensure the underlying infrastructure supports frictionless, human-centered AI interaction across use cases.
Advance Human-Centered AI Across Products
- Lead the design of product-level AI features that simplify tasks, surface insights, and enhance decision-making—whether in conversational interfaces, generative assistants, or predictive analytics.
- Champion user control, explainability, and inclusivity across all AI-driven touchpoints.
- Use rapid prototyping, testing, and iteration to refine how users perceive and interact with AI.
Collaborate Across the Business
- Build strong partnerships with Product, Engineering, Data Science, and fellow UX leaders across the company.
- Align AI UX design with business strategy and user needs across diverse product teams.
- Act as a thought partner in roadmap planning, capability prioritization, and cross-functional decision-making for AI investments.
Grow and Empower a Specialized Team
- Lead a team of designers and researchers focused on AI experiences across Freshworks’ platform and products.
- Foster a team culture that embraces complexity, values experimentation, and centers the user in every AI interaction.
- Coach and mentor team members to deepen their skills in AI literacy, systems thinking, and ethical design.
Deliver with Quality and Impact
- Ship intelligent features and platform experiences that increase customer trust, adoption, and efficiency.
- Define and monitor UX success metrics specific to AI, such as perceived value, model comprehension, intervention rates, and satisfaction.
- Create scalable patterns, frameworks, and guidelines that enable consistency and speed in AI UX development across Freshworks.
Qualifications
- Experience: 12-15 years of experience in product design, with at least 2 years in a senior leadership role (e.g., Design Manager, Head of Design, Director).
- AI/ML Product Experience: A mandatory requirement. Your portfolio must showcase significant leadership and hands-on experience in designing, shipping, and iterating on AI-powered products (e.g., leveraging LLMs, generative AI, conversational AI, or predictive modeling).
- Leadership: Proven success in building and leading design teams in a fast-paced, innovative environment.
- Strategic Acumen: Demonstrated ability to think strategically, connect design decisions to business impact, and influence the direction of an entire product organization.
- Technical Fluency: A strong understanding of the fundamentals of AI/ML, including its possibilities and limitations, enabling credible partnership with engineering and data science teams.
- Education: Bachelor’s or Master’s degree in Design, HCI, Cognitive Science, Computer Science, or a related field.
Additional Information
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
