Lead - Product Designer

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Job Description

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.

🛠️ Roles & Responsibilities

• Cross-Functional Workshop Facilitation: Lead and facilitate collaborative Design Thinking workshops with product, engineering, and business stakeholders to align goals and map user journeys.

• End-to-End Design Execution: Own the full-stack design lifecycle—from initial user research and interaction wireframes to high-fidelity visual design, prototyping, and UX copywriting.

• Pragmatic Problem Solving: Balance diverse engineering constraints and technical limitations smoothly without ever compromising the core user experience.

• Design Team Mentorship: Coach and mentor junior-to-mid level designers, providing well-documented, actionable feedback to build a world-class design collective.

• Rigorous Governance: Conduct meticulous design reviews to ensure absolute consistency across interaction patterns, visual assets, and platform frameworks.

🔄 Adaptability, Agility & Cross-Functional Mindset

• High Learning Agility: Demonstrate a growth-oriented mindset with the capability to pivot quickly, master complex domain architectures, and adapt smoothly to evolving product priorities.

• Receptive & Iterative Culture: Act as an optimistic team player who actively contributes to and learns from the broader design team, transforming constructive feedback into refined, scalable solutions.

• Diplomatic Stakeholder Alignment: Navigate and balance the diverse, competing perspectives of technical and non-technical stakeholders across all levels while fiercely upholding fundamental design principles.

Qualifications

Skills

• 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).

📋 Qualifications

• 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.

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.