Lead - Product Designer

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.

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.
- 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).

Requirements

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.