Senior Product Designer, Customer Experience

Jobber•Vancouver, BC

3d•Hybrid

About The Position

Jobber is seeking a Senior Product Designer, Customer Experience to join their Product Development team. This role focuses on shaping the initial customer journey, from sign-up through their first experience in the product, with a particular emphasis on onboarding, trial activation, and feature discovery. The designer will work closely with Product Managers, Engineers, and AI teams to create personalized product experiences that help new customers quickly understand Jobber's value. This is a decentralized role, embedding the designer within a cross-functional product squad as a design leader. The Customer Experience group is crucial for Jobber's growth, aiming to help prospective customers discover value quickly and confidently. The designer will translate AI-driven systems into intuitive and trustworthy product experiences, ultimately influencing how thousands of new home service providers discover Jobber and realize its value.

Requirements

5+ years of experience designing SaaS products, ideally in growth, onboarding, activation, or other early product experiences.
Strong product thinking and can connect customer needs, business goals, and technical constraints to thoughtful design decisions.
Understand the early customer journey and can design experiences that help people discover value quickly.
Comfortable with experimentation, testing, funnel thinking, and using product and behavioural data to improve activation outcomes.
Strong craft across UX, interaction design, and polished UI, with the ability to take work from research through to shipped product.
Highly proficient in Figma and confident using modern design workflows (Figma, FigJam, ChatGPT, Cursor).
Know how to work closely with Product Managers, Engineers, AI teams, and Content Design to align stakeholders and deliver high-quality customer experiences.
Can shape product direction, not just execute against requirements, especially in ambiguous spaces where the path forward is still being defined.
Experience, or a strong point of view, on designing personalized or AI-assisted product experiences in ways that feel helpful and trustworthy.
Can move with speed and good judgment, and stay scrappy when needed to make meaningful progress.
Strong communicator who can facilitate design reviews, challenge ideas constructively, and advocate for high standards.
Enjoy leading initiatives, mentoring other designers, and helping raise the bar for craft and customer empathy across the team.
Have a portfolio that demonstrates strong UX thinking, interaction design, and visual craft.

Responsibilities

Design the end-to-end trial and activation experience, from sign-up through a customer’s first successful interactions with Jobber.
Shape how new customers discover and understand the product, helping them explore key features and workflows during trial.
Partner closely with Product Managers, Engineers, and AI teams to design personalized onboarding and discovery experiences.
Define how AI-powered recommendations, insights, and guidance show up in ways that feel helpful, transparent, and trustworthy.
Use qualitative and quantitative insights to understand new customer behavior and identify opportunities to improve early adoption.
Lead design work that connects marketing, sign-up, onboarding, and in-product experiences into a more cohesive journey.
Translate complex workflows into clear, approachable experiences for small business owners.
Create scalable design solutions using research, journey mapping, wireframes, interaction design, and polished UI.
Collaborate with Content Design and Design Systems to create clear guidance, useful product education, and cohesive patterns.
Advocate for high-quality design and contribute to raising the craft across the Customer Experience design team.
Mentor and collaborate with other designers, helping strengthen design thinking and customer empathy across the team.