About the Role
- As a Lead Product Designer on the 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'll Be Doing
- 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'll Bring
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 the ability to operate in a technical environment and help visualize the impact of technical decisions on the global user experience.
Experience creating reusable patterns, frameworks, or Design Systems 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.
Compensation & Benefits
- Poland annualized base salary range: zł332,000.00-zł498,000.00.
- Actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors.
- This position may also be eligible for bonus, benefits, or related incentives.
- 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.
- Hybrid way of working that enables you to purposefully come together in person at one of our many Zendesk offices to connect, collaborate and learn, while also giving flexibility to work remotely for part of the week.
- Opportunity to learn and grow with a hardworking and passionate team.
About Zendesk
- On a mission to power exceptional service for every person on the planet by building products rooted in AI, automation, and intelligent customer experiences.
- Aiming to simplify the complexity of business and make it easy for companies and customers to create connections.
- Customer experience software that unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.
- Software built to bring a sense of calm to the chaotic world of customer service, powering billions of conversations with brands you know and love.