Principal Product Designer (IC)

Freshworks•San Mateo, CA

45d

About The Position

Why does enterprise software have to be complex, clunky, and hard to use? At Freshservice, we're on a mission to uncomplicate enterprise software. We believe powerful tools don't have to come with a steep learning curve and that great design is the bridge between complexity and clarity. Freshservice is a modern, intuitive AI-powered ITSM platform from Freshworks, trusted by thousands of organizations globally. Recognized for ease of setup and simplicity at scale, we are doubling down on design as a strategic differentiator, especially as we deepen our footprint with large, sophisticated enterprises. If you're someone who craves the challenge of transforming complexity into elegant, user-centered solutions, and you believe enterprise users deserve the same quality of experience as consumers, this is the role for you. About the Role We are looking for an exceptional Principal Product Designer to lead strategic ideation and cross-functional alignment for the seamless, intuitive experiences that AI drives across the Freshworks portfolio. In this role, you will: Inspire a talented, diverse, and inclusive team of product designers and managers by creating innovative, cutting edge conceptual work. Lead design strategy and execution across multiple surfaces including web, mobile, and platform experiences. Translate complex IT and operations workflows into simple, contextual, and delightful user journeys. Partner deeply with Product, Engineering, UX Research, Content, and Data teams to deliver cohesive, high-impact solutions. Drive cross-functional alignment on product and design priorities, balancing long-term vision with short-term execution. Embed usability, accessibility, and design systems thinking into our products. Influence roadmaps and business priorities by providing directional guidance leveraged by Product, Engineering, Marketing, and Customer Success. Be an exemplar in the organization for how proper application of AI tools can boost design productivity and quality.

Requirements

10+ years of product design experience, ideally in B2B SaaS or enterprise software environments.
Experience designing AI-powered product features and philosophies.
A strong portfolio demonstrating your ability to simplify complex systems and deliver elegant, scalable solutions.
Experience driving product design strategy and collaborating effectively with cross-functional teams.
Background in research-informed design and familiarity with analytics tools to drive design decisions
Strong visual, interaction, and systems design craft with a keen eye for detail and consistency.
Excellent communication and storytelling skills, with experience aligning stakeholders across regions and functions.
Deep empathy for users and a passion for solving real problems in meaningful ways.

Responsibilities

Inspire a talented, diverse, and inclusive team of product designers and managers by creating innovative, cutting edge conceptual work.
Lead design strategy and execution across multiple surfaces including web, mobile, and platform experiences.
Translate complex IT and operations workflows into simple, contextual, and delightful user journeys.
Partner deeply with Product, Engineering, UX Research, Content, and Data teams to deliver cohesive, high-impact solutions.
Drive cross-functional alignment on product and design priorities, balancing long-term vision with short-term execution.
Embed usability, accessibility, and design systems thinking into our products.
Influence roadmaps and business priorities by providing directional guidance leveraged by Product, Engineering, Marketing, and Customer Success.
Be an exemplar in the organization for how proper application of AI tools can boost design productivity and quality.

Benefits

This role is also eligible for a target bonus.
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level.
Bonus/equity may be available.
Freshworks offers multiple options for dental, medical, vision, disability and life insurances.
Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered.
Freshworks also offers adoption and parental leave benefits.

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