Job Description

Zendesk builds software crafted to improve the customer experience. We lead the industry with breathtakingly simple software, but we’re constantly innovating and can’t wait to outdo ourselves in the future! Design is an integral part of everyday life at Zendesk. We believe in a collaborative working style, working hand in hand with Product Managers, Engineers, Content Designers, and Researchers. We work with a bias towards rapid prototyping, experimentation, and an obsession with our customers and their needs.

As a Principal Product Designer for our Agentic AI team, you will drive product innovation and excellence for Zendesk Copilot, one of our AI focused experiences and help evolve our agent interfaces to become AI-first. In this role, you will shape the direction of complex, high-impact design initiatives and influence product development at the organizational level. You'll partner closely with cross-functional leadership to align design strategy with business goals, all while championing human-centered, inclusive design practices.

You will get to collaborate mostly with teams in Portugal, Germany, Denmark and Poland but also distributed teams in AMER and APAC.

What you get to do every single day

• Drive the design vision and strategy across high-visibility product areas, aligning design with company goals while identifying emerging trends to keep the organization ahead of market shifts.

• Partner with senior leaders across Product, Engineering, and Research to drive customer-centric decision-making at scale, shape end-to-end product experiences and differentiate us in the market.

• Lead large, complex initiatives that impact multiple teams, navigating ambiguity to drive clarity and alignment while applying deep expertise in interaction and systems design to deliver thoughtful, scalable solutions.

• Translate complex design concepts into language that resonates with senior stakeholders - from leadership to our customers - and influences company direction.

• Set the bar for design quality, craft, and inclusive design practices serving as a thought leader across the organization and elevating our team and design practice through mentorship and coaching.

What you bring to the role

• 8+ years of professional experience in designing consumer or business SaaS applications.

• Proven track record of shipping complex products at scale and setting design vision for innovative products that require bold thinking and risk taking.

• Strategic mindset and exceptional craft in design work, with the ability to zoom in and out and translate vision into polished design prototypes.

• Experience prompting LLMs, working with generative AI, AI-powered productivity tools, or an intense desire to learn.

• Skilled communication with the ability to influence, align, and build trust with cross-functional stakeholders at all levels.

• Ability to own complex objectives in a fast-paced environment, manage multiple priorities, and adapt to ever-changing requirements and deadlines.

What’s in it for you?

• Ownership of the projects you work on and freedom to put your ideas on the table

• Being a part of defining new standards in an emerging space

• Flexible working hours and the ability to work remotely

• Opportunity to learn and grow with a hardworking and passionate team

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Think you’re up to the challenge? We’re inviting forward-thinking, ambitious & progressive people to join our growing team - we guarantee it will be one of your most enjoyable, memorable, rewarding, and important gigs of your career.

* Please submit a link to your portfolio or work samples with your application *

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.