Lead - Product Designer

As a Lead Product Designer (IC3) for Freshservice—our flagship Employee Experience platform—your mission is to transform highly complex, enterprise-grade workflows into seamless, intuitive, and delightful experiences.

In this role, you won't just design interfaces; you will lead strategic design initiatives, champion user needs, and mentor a growing team.

Success means executing with deep technical precision while demonstrating the cross-functional agility and learning adaptability required to thrive in a fast-paced B2B SaaS environment. 🚀 Impact You Can Create Influence Product Strategy: Partner with and influence Product and Engineering leadership to prioritize critical design problems, integrating user-centric solutions directly into the core product roadmap.

Translate Insights to Action: Turn deep qualitative and quantitative user research into impactful, high-level product decisions and measurable business outcomes.

Pioneer Next-Gen UX: Contribute to our forward-looking design strategy by driving experiences in emerging paradigms like Generative AI and conversational design.

Full-Stack Design Capability: Well-rounded expertise across user research methodologies, interaction design systems, and pixel-perfect visual execution.

Narrative & Storytelling Mastery: Exceptional communication and storytelling skills to clearly justify design rationale, articulate abstract concepts, and gain cross-functional buy-in.

Data-Informed Thinking: Strong command of product and design metrics to measure UX effectiveness and validate design iterations.

Industry Tool Fluency: Expert proficiency in modern, collaborative design and whiteboarding software (e.g., Figma, Miro).

Professional Timeline: 6+ years of progressive experience designing enterprise-grade or large-scale consumer B2B SaaS applications, with at least 2 years in a dedicated team lead or strategic capacity.

Domain Exposure: Prior experience or strong interest in conversational interfaces, AI-assisted workflows, or employee experience/ITSM platforms is highly preferred.

Education Baseline: Bachelor's degree in Design, Human-Computer Interaction (HCI), or a highly related quantitative or creative technical discipline.