Experience Designer
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Job Description
Agentic Experience Designer shaping conversational, voice, and multimodal AI experiences for Safelite, an auto glass services company. Improving intelligent customer and colleague interactions from discovery through production.
Responsibilities:
- Design end-to-end agentic experiences for customers, clients, and colleagues
- Define how experiences move across conversation, voice, visual interfaces, structured inputs, and system actions
- Design how agents interpret intent, gather context, clarify ambiguity, make recommendations, confirm decisions, take action, and communicate outcomes
- Account for changing intent, incomplete information, interruption, correction, repeat engagement, and exceptions
- Connect agent experiences to underlying services, operational processes, and outcomes
- Establish interaction models for agent capabilities, recommendations, decisions, and actions
- Design customer control based on context, confidence, consequence, and risk
- Communicate uncertainty and limitations clearly
- Design escalation and human intervention while preserving context and continuity
- Integrate transparency, consent, and explainability into experiences
- Establish reusable patterns for agentic, conversational, adaptive, and multimodal experiences
- Explore interaction models enabled by context interpretation, response generation, action-taking, and adaptation
- Partner with design system teams to integrate agentic patterns
- Codify principles and patterns as the organization learns
- Use AI-native tools to analyze customer interactions at scale and identify opportunities to improve agent behavior and experience quality
- Investigate hypotheses, root causes, and opportunities using AI, conversation intelligence, behavioral data, research, and evaluation
- Partner with product and engineering to implement and evaluate improvements in live interactions
- Create a continuous feedback loop for AI-enabled experiences
- Perform other duties as assigned
- Comply with all policies and standards
- Report to the Director of Product Design and collaborate with product management and engineering
Requirements:
- Bachelor's Degree or equivalent work experience
- 4-6 years of product design, interaction design, UX design, conversation design, content design, or related experience
- 5+ years of product design, interaction design, UX design, conversation design, content design, or related experience
- Demonstrated experience designing conversational, AI-enabled, adaptive, or intelligent products used in production
- Strong interaction design capability across conversation, interface, information architecture, and complex service experiences
- Strong content judgment
- Advanced fluency in Figma
- Experience contributing to scalable design systems
- Demonstrated fluency using AI throughout discovery, synthesis, exploration, prototyping, evaluation, and optimization
- Experience using AI-native tools to analyze customer interactions and investigate agent performance
- Experience with agent evaluation, simulation, experimentation, or observability tools
- Experience working in continuous discovery and delivery environments
- Comfort working with transcripts, behavioral data, analytics, research, and evaluation results
- Strong partnership with product management and engineering
- Ability to bring structure and design judgment to emerging problem spaces
- Preferred: experience spanning interaction design and content or conversation design
- Preferred: experience designing customer-facing and colleague-facing AI experiences
- Preferred: understanding of agentic systems, including models, context, retrieval, tool use, memory, orchestration, guardrails, and evaluation
- Preferred: functional prototypes using AI-enabled development and prototyping tools
- Preferred: AI-native conversation intelligence, agent evaluation, simulation, or optimization tools
- Preferred: voice and multimodal interactions
- Preferred: accessible conversational, adaptive, or voice experiences
Benefits:
- Competitive weekly pay
- Bonus opportunities
- 401(k) plan with company matching
- Medical coverage plans customized to suit your needs
- Paid time off (PTO) programs
- Company holidays
- Paid volunteer days
- Up to $5,250 in tuition reimbursement per year
- Work/life balance commitment
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