Sr. CX Designer, AI & Digital Experiences

RESPONSIBILITIES

AI-Powered Experience Design

Design and prototype AI-powered customer experience touchpoints, including agentic workflows, intelligent chatbots, and AI-assisted self-service interactions across the customer lifecycle
Identify opportunities to embed AI into key customer journey moments to reduce friction, improve discoverability, and increase customer self-sufficiency
Collaborate with marketing, sales, product, engineering and customer success teams to translate AI capabilities into intuitive, customer-centered experience concepts

End-to-End Digital Experience

Map and analyze the full customer journey across Actian’s digital ecosystem including web, community, support, onboarding, and self-service channels to identify gaps and prioritize high-impact improvements
Design connected, cohesive digital experiences that help customers more easily find what they need and derive value faster
Champion a consistent experience layer across Actian’s diverse product portfolio, ensuring customers have a unified sense of engagement regardless of which product they interact with

Self-Service & Product-Led Growth

Design self-service and digital-first customer experiences that support Actian’s product-led growth motion, including trial activation, onboarding flows, and in-journey guidance

Partner with the CX strategy team to shape experience concepts for new product launches and emerging go-to-market approaches

Identify where customers get stuck or drop off in self-service flows and design interventions that improve conversion and retention

CX Design Execution & Deliverables

Develop high-quality CX design artifacts including journey maps, service blueprints, experience briefs, wireframes, conceptual prototypes, and storyboards that translate strategy into actionable direction for cross-functional teams

Plan and facilitate design thinking workshops with stakeholders from Product, Marketing, Customer Success, Sales, and IT to surface insights and co-create experience solutions

Translate customer research, behavioral data, and competitive benchmarks into prioritized, actionable experience improvements

Measurement & Demonstrated Impact

Define clear success metrics for each CX initiative and track improvements against key experience indicators such as self-service resolution rates, time-to-value, customer satisfaction, and digital engagement

Build a track record of demonstrated CX impact connecting design decisions to measurable business and customer outcomes

Present findings, designs, and results clearly to senior leadership, making the business case for CX investments

SKILLS & EXPERTISE

• 5–7+ years in customer experience design, experience strategy, service design, or a closely related discipline within SaaS, enterprise software, or digital consulting
• Demonstrated command of design thinking frameworks including journey mapping, service blueprinting, persona development, and Jobs-to-be-Done with evidence of real-world impact
• Hands-on experience designing or conceptualizing AI-powered experiences, including chatbot or virtual assistant flows, agentic interactions, or AI-assisted self-service
• Active, demonstrated use of AI tools in your day-to-day design and strategy work including AI platforms (e.g., Claude, ChatGPT, Gemini), AI-assisted design tools (e.g., Figma Make), and AI-integrated research, synthesis, or prototyping workflows; ability to speak concretely to how AI has changed how you work
• Understanding of product-led growth principles and experience designing self-service or trial/freemium customer journeys
• Strong visual communication and prototyping skills; ability to produce wireframes, mockups, storyboards, and flow diagrams that cross-functional teams can act on
• Proven ability to connect design work to measurable outcomes and present impact clearly to executive stakeholders
• Skilled facilitator; comfortable planning and running design thinking workshops with diverse, senior stakeholders
  Excellent written and verbal communication skills with strong executive presence

PREFERRED QUALIFICATIONS

• Background in experience strategy, UX strategy, or CX consulting for enterprise SaaS or technology companies
• Familiarity with data management, analytics, or cloud data platforms
• Experience improving digital experiences across multi-product or mixed-maturity technology ecosystems
• Proficiency with Miro, Figma, Sketch, JIRA, Confluence, or similar collaboration and design tools
• Familiarity with AI/ML capabilities and how to design human-centered experiences that leverage them effectively