Staff/Principal Product Designer

About the role

Fin is seeking a hands-on Staff or Principal level designer to elevate the quality and execution of our AI-powered customer support products. You will act as a primary maker, focusing on interaction and visual design excellence while shaping the future of how businesses interact with their customers. In this role, you will define the aesthetic and functional language of our most critical workflows, ensuring that complex AI capabilities feel intuitive and human. You are responsible for translating ambiguous product opportunities into coherent, end-to-end experiences that users can understand and trust immediately. Your work will directly influence how customers perceive and engage with AI automation in high-stakes support scenarios. You will partner closely with product and engineering to solve difficult problems with elegance and empathy, turning constraints into creative opportunities. This position requires a designer who is equally comfortable with strategic vision and pixel-perfect execution to deliver polished, production-ready outcomes. You will champion design as a core driver of product success, raising the bar for quality across the entire R&D organization.

Key facts

What you'll do

• Own the end-to-end design process for strategic product areas from initial concept through to final execution, coordinating research, ideation, and delivery.
• Create new interaction paradigms and design patterns for our AI-driven automation tools that address unique challenges in automated customer support.
• Iterate through sketching, prototyping, and testing at various fidelities to validate product decisions and refine solutions before significant engineering investment.
• Collaborate directly with engineers and product managers to define problems and deliver solutions, ensuring alignment on feasibility, timelines, and user needs.
• Mentor team members and contribute to the evolution of design culture and internal processes, fostering a collaborative and growth-oriented environment.
• Develop and maintain design systems and component libraries that ensure consistency, scalability, and efficiency across desktop, mobile, and chat interfaces.
• Conduct and synthesize user research to uncover insights that inform product direction and validate assumptions behind new AI features and workflows.
• Translate complex AI capabilities and technical constraints into clear, accessible user experiences that minimize friction and maximize adoption.
• Define and track key interaction and usability metrics to measure the impact of design decisions and guide data-informed iterations.
• Explore emerging interface modalities and AI experiences, experimenting with new forms of interaction to keep our products at the forefront of the industry.
• Partner with cross-functional stakeholders to identify opportunities, clarify requirements, and prioritize work based on user value and business objectives.
• Produce high-fidelity prototypes and interactive mockups that communicate vision clearly to stakeholders and facilitate early feedback.
• Advocate for best practices in accessibility and inclusive design, ensuring our products are usable by the widest possible range of customers and colleagues.
• Contribute to the broader design community within the company by sharing knowledge, documenting learnings, and promoting a test-and-learn mindset.

Requirements

• Proven track record of shipping complex, high-quality software products in a professional setting, with a portfolio that demonstrates impact.
• Experience designing for diverse surfaces including desktop, mobile, chat interfaces, and emerging AI experiences, adapting design principles accordingly.
• Ability to balance rapid execution with meticulous attention to detail, delivering work that meets high standards under pressure.
• Proficiency in systems thinking combined with the ability to execute on granular interaction details, ensuring coherence across the entire experience.
• Technical fluency to build functional prototypes using tools like Framer, Loveable, Windsurf, Vercel, Figma, or code to validate concepts and communicate ideas.
• Strong communication skills to articulate design decisions with clarity and conviction to both technical and non-technical stakeholders.
• High level of autonomy and ownership; ability to drive projects forward without constant direction while managing competing priorities.
• A portfolio that demonstrates deep thinking around user needs, problem framing, and the effectiveness of the solutions you have created.

Skills & tools

• Figma
• Prototyping tools: Framer, Loveable, Windsurf, Vercel
• Proficiency in code for prototyping
• Interaction and visual design

Practical notes

• Benefits include competitive salary and equity, pension matching up to 4%, comprehensive health and dental insurance for you and dependents, and life assurance.
• Perks include daily catered lunches, a fully stocked kitchen, flexible paid time off, paid maternity leave, 6 weeks of paternity leave, and a Cycle-to-Work scheme.
• Access to Claude Code and other AI tools is provided for experimentation.
• Standard hardware is a MacBook, with Windows options available if required.
• The interview process is designed to conclude within 4 weeks.