Lead Product Designer (Remote)

Lead Product Designer

Company Overview

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.

Job Summary

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.

Key Responsibilities

• 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.

Requirements / Qualifications

• 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.

Salary & Benefits

• 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

Location

Berlin, Berlin, Germany

Employment Type

Full-time

How to Apply

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

Equal Opportunity Statement

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].