Staff Product Designer (Experience & Engagement)

You'll join the Customer Experience and Engagement product team as its founding design hire, owning end-to-end design across Coinbase's AI-first customer support platform. The team builds the Help Center, Chatbot, Voicebot, and the premium Concierge support experience embedded inside the Coinbase app, with a mission to automate 90%+ of customer interactions by EOY 2026 while delivering the highest-quality support experience in fintech. You'll define the design vision across this full product surface and shape how millions of customers get help, driving measurable impact on automation quality, customer satisfaction, and Concierge revenue.  

What you’ll do: 

• Own end-to-end design vision and execution across the full CX product surface, spanning Help Center, Chatbot, Voicebot, and the in-app Concierge support experience.
• Drive MVP and future-state concepts across the AI-powered support ecosystem, including self-service flows, conversational interactions, escalation paths, and proactive outreach surfaces.
• Lead design for Concierge, Coinbase's premium support product, translating a $50M+ revenue goal into a high-touch, differentiated in-app experience.
• Partner with Product, Engineering, and CX Operations to ground design decisions in real support data, automation performance metrics, and customer satisfaction signals.
• Shape a reusable design system pattern library for AI-powered support, collaborating with the Coinbase Design System team to ensure consistency across Help Center, Chatbot, and Voicebot.
• Build direct relationships with customers and support agents to generate insights that influence how Coinbase delivers world-class support at scale.

Required skills & experience:

• 7+ years of Product Design experience with meaningful work on support, service, conversational UI, or AI-powered interfaces.
• Track record of shipping end-to-end product design across both customer-facing and operator-facing (agent/internal tooling) surfaces within cross-functional teams.
• Demonstrated ability to work autonomously across a complex, multi-surface product ecosystem, from early concept through production launch.
• Mastery of visual design, interaction design, and conversation flow design, with fluency in Figma and modern prototyping tools.
• Strong cross-functional communication and stakeholder management across engineering, product, operations, and executive audiences.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Position ID:  P77404

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