What you'll do

• Dive into the pixels and create the vision for our Help Center, while planning and driving work forward with your team. This is an exciting, multi-faceted project requiring an accomplished visual designer with adjacent skills in information architecture, interaction design, and a systems approach to interface design.
• Make a substantial impact at scale. We have more than 10M users all around the world, and teams both large and small depend on our software to do their work. As a lead designer you will be involved in everything from problem definition to research through to UI implementation.
• Ownership and autonomy across the entire design process. As a lead you will not just design individual features, you'll define the long-term strategy of an exciting and important areas of our business.
• Collaborate with some of the smartest (and nicest) people in the industry. Day-to-day you'll work within a diverse product team, collaborating with Engineers, Product Managers, Content Designers, Marketing Experts, and Analysts.
• Be a true champion for our users. We take design seriously, and following one of our core values, ("Don't F the Customer") we’re on a mission to become an experience-led company. We want to make our customers love how easily our products help them.
• Contribute to a vibrant team culture, inspiring a team of diverse talents to do the best work of their life. Some days this might be something fun and social. On other days you may mentor another designer on how to increase the impact of their work.
• You will report into an Experience Design Manager in JSM

Your background

• Professional UX/product design experience, implementing user-centred design methods and best practices to design impactful solutions to challenging problems
• Passion for story-telling, the ability to bring design direction to life with compelling narrative
• Experience balancing customer needs with business goals, market viability, and technical feasibility
• The ability to measure success with qualitative and quantitative methods
• Mentor, grow and support a team of designers
• A high level of proficiency designing with tools such as Figma

Desirable to have

• Domain knowledge in service management or customer support processes. An understanding of how support teams create and deliver knowledge to their employees and customers.
• Understanding of AI powered conversational experiences and how these tools are used in the context of support.
• Experience in consumer-facing design - an understanding of how customers can offer top tier support experiences to increase customer loyalty