The Work: + Own end-to-end UX and product design for AI-powered customer service solutions, from discovery and research through wireframes, high-fidelity prototypes, and design system contributions + Design screen-based interfaces for chat experiences, agent dashboards, escalation workflows, and self-service tools across web and mobile platforms + Translate complex AI behaviors (e.g., confidence states, reasoning steps, agentic actions) into clear, transparent, and controllable user experiences + Partner closely with product managers, AI/NLP engineers, and CX strategists to align design intent with system behavior and business requirements + Plan and conduct usability testing, synthesize qualitative and quantitative insights, and iterate designs based on evidence + Contribute to AI-native design systems, including accessibility-compliant UI patterns, fallback and error states, and human-in-the-loop interactions + Collaborate with service and conversation designers to ensure screen-based and conversational touchpoints form a cohesive, end-to-end customer journey + Advocate for inclusive, accessible design across all experiences, including AI-generated content and interactions Travel: As required for client support. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top-notch skills to pilot, integrate, scale, and run the platforms that underpin the world's greatest experiences.