Senior CX Designer, AI & Digital Experiences

Role Overview

• 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
• 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
• 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
• 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
• 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

Requirements

• 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