Lead Product Designer

Zendesk is a company focused on powering exceptional customer service through products rooted in AI, automation, and intelligent customer experiences. The role is part of the AI Agents team, working on AI-powered customer service solutions. Collaboration occurs with teams across Germany, Portugal, Denmark, Poland, as well as distributed teams in AMER and APAC.

• 7+ years of product design experience creating consumer or B2B SaaS applications, including enterprise customer service, self-service, workflow automation, or conversational experiences.
• Experience designing generative AI, automation, or AI-assisted workflows, with knowledge of transparency, user control, error recovery, and trust in AI-powered products.
• Proactive self-starter comfortable with ambiguity and operating in a technical environment to visualize the impact of technical decisions on user experience.
• Solid design process, collaboration mindset, strong communication, and storytelling skills, including presenting design rationale to senior stakeholders.
• Experience creating reusable patterns, frameworks, or design-system contributions that improve quality and consistency.
• Experience using AI to improve design workflows and team effectiveness while critically assessing quality, accuracy, accessibility, and bias.
• A portfolio demonstrating end-to-end product design work, strategic thinking, and specific impact on shipped experiences.

• 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 to create a consistent end-to-end AI Agents experience promoting ease of use.
• 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.

The position is open to individuals based in Poland and allows hybrid work arrangements. Zendesk is an equal opportunity employer committed to diversity, equity, and inclusion. Reasonable accommodations are available for applicants with disabilities. AI or automated decision systems may be used to screen or evaluate applications according to company guidelines and applicable law.