Lead Product Designer – AI Agents

Job Description

Lead Product Designer | Zendesk

The Tone:
This is a hybrid role at Zendesk, located in Krakow, Poland. Zendesk builds products rooted in AI, automation, and intelligent customer experiences to power exceptional service for every person on the planet. As a Lead Product Designer on the AI Agents team, this role is critical to shaping intuitive, trusted AI automation experiences that help businesses deliver better service at scale. The work will turn complex capabilities across messaging, voice, and email into clear, configurable products that strengthen Zendesk’s leadership in AI-powered customer service.

The TL;DR
• Role: Full Time
• Type: Hybrid
• Location: Krakow, Poland
• Pay: zł332,000.00–zł498,000.00 yearly
• Team: AI Agents team
• Mission: Shape intuitive, trusted AI automation experiences that help businesses deliver better service at scale.
• Tech Stack: AI-enabled tools

What You’ll Actually Do
• Lead Design: Lead end-to-end design for AI Agents experiences, from discovery and strategy through prototyping, launch, and iteration.
• Identify Opportunities: Use customer research, product usage, support signals, and market insights to identify opportunities, validate concepts, and improve adoption.
• Collaborate & Translate: Partner with Product, Engineering, Research, Content Design, and Data teams to translate complex technical capabilities into simple, useful customer experiences.
• Define Standards: Establish reusable design patterns, principles, and quality standards that create a consistent end-to-end AI Agents experience.
• Accelerate Workflows: Use AI-enabled tools to accelerate discovery, ideation, synthesis, and prototyping while applying strong design judgment and validating outputs.

The Must-Haves
• Background: Lead-level product designer with experience creating consumer or B2B SaaS applications, specifically within enterprise customer service, self-service, workflow automation, or conversational experiences.
• Experience: 7+ years of product design experience, including designing generative AI, automation, or AI-assisted workflows with an understanding of transparency, user control, error recovery, and trust in AI.
• Skills: Ability to operate in a technical environment and visualize the impact of technical decisions on user experience; solid design process, collaboration mindset, and strong communication and storytelling skills, including presenting design rationale; experience creating reusable patterns, frameworks, or design-system contributions; experience using AI to improve design workflows and team effectiveness, applying critical judgment.
• Portfolio: A portfolio that demonstrates end-to-end product design work, strategic thinking, and specific impact on shipped experiences.