Director of Experience Design - Customer Success Solutions

Autodesk • San Francisco, CA

297d

About The Position

We are seeking a Director of Experience Design to lead and innovate in the design efforts for both employee-facing Customer Success solutions and user-focused platforms, including the Autodesk Assistant and Account platforms. This role requires a seasoned leader with deep experience in Customer Experience and conversational UI, as well as expertise in managing complex design projects related to agent productivity, platform design, user accounts, renewals, and subscription management. The Director will work cross-functionally with product management, engineering, and other design leaders to ensure the creation of high-quality, consistent experiences that align with our users' needs and the company's business objectives. You will mentor and guide a talented team of designers, fostering a culture of creativity, innovation, and excellence. This is a unique opportunity to impact Autodesk's customer and agent experiences, as well as the overall Experience Design strategy. You will report to senior leadership within the User Experience domain and will be a hybrid employee reporting into a hub office.

Requirements

• 10+ years of experience in experience design, with at least 6 years of leadership experience managing design teams
• Proven experience in designing Customer Success experiences, conversational UI (e.g., chatbots, voice assistants), and familiarity with platforms such as Alexa, Siri, or Google Assistant
• Strong background in UX for complex, data-driven applications, especially in Customer Experience, user account management, and subscription workflows
• Excellent communication and presentation skills, with the ability to articulate design decisions clearly to cross-functional stakeholders
• Demonstrated ability to lead design teams in a fast-paced, collaborative environment
• Passion for user-centered design and a deep understanding of balancing user needs with business objectives
• Experience in creating and implementing design systems, ensuring consistency across products and platforms

Nice To Haves

• Experience working on conversational UI for major platforms like Amazon Alexa, Apple Siri, or Google Assistant
• Knowledge of user account management and subscription systems, including renewals and payment workflows
• Familiarity with agile methodologies and working in cross-functional product development teams

Responsibilities

• Lead the design team for the Customer Success digital solutions and Autodesk Assistant, driving the development of best-in-class experiences for customers and customer success agents
• Oversee the design efforts for Agent Experience, Customer Success platform, Account & Subscription Management platform, focusing on ease of use, agent productivity, customer retention, and renewal processes
• Collaborate closely with product managers, engineers, and other stakeholders to develop and execute a comprehensive design strategy that meets both user and business needs
• Advocate for user-centered design approaches, leveraging qualitative and quantitative data to inform design decisions and continuous improvement
• Mentor and guide a team of experience designers, fostering professional growth, cross-functional collaboration, and setting a high bar for design quality
• Conduct regular design reviews, usability testing, and audits to ensure consistency, accessibility, and alignment with Autodesk's design standards
• Stay current with industry trends, emerging technologies, and best practices to ensure Autodesk's products remain innovative and competitive

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Publishing Industries