Head of Product Design

Summary

Join Kustomer, a leading conversational CRM platform, as their Head of Product Design. Lead and scale a world-class design team, driving exceptional user experiences across the Agentic platform. Define a design strategy centered around AI, enhancing UX/UI and creating a seamless customer journey. Collaborate with Product, Engineering, and GTM teams to build high-quality functionality. Establish scalable design processes, systems, and quality standards. Drive innovation using AI-powered tools and demonstrate design's impact on key business metrics. Reduce design debt and increase design-driven experimentation. This role reports to the VP of Product and requires significant experience in product design leadership within SaaS environments.

Requirements

• 10+ years of product design experience with at least 5+ years in design leadership roles
• Experience planning and executing on design strategy in concert with Product and Engineering leadership
• Proven ability to scale teams of 5-15 designers in fast-paced SaaS environments
• Deep expertise in end-to-end SaaS product design and user experience strategy
• Proficiency with modern design tools (Figma) and AI-powered prototyping tools (Lovable, Bolt, v0)
• Excellent communication skills with executive-level influence
• Ability to work from our NYC office, as needed

Responsibilities

• Build and scale world-class design team - Attract, mentor, and retain top design talent while fostering a culture of innovation and craft excellence
• Drive strategic design excellence - Define a design strategy with AI at its center, elevates UX/UI and creates a fluid experience across the entire customer journey
• Champion design as business-critical - Collaborate with Product, Engineering, and GTM to build high-quality functionality for all of our customers
• Establish design operations - Set up scalable processes, design systems, and quality standards that ensure consistency across the entire R&D organization
• Drive innovation - Leverage AI-powered design tools and stay ahead of emerging technologies and drive efficiencies in the design process
• Demonstrate design's impact on core business KPIs (retention, conversion, activation), user satisfaction (NPS, CSAT), and team collaboration
• Reduce design debt while increasing design-driven experimentation

Benefits

In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks