Director - Product Design (AI Experience) at FreshBooks

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software, Customer Experience, Employee ExperienceIndustries

Requirements

Deep expertise in designing for complex, data-driven systems
Passion for making AI intuitive, trustworthy, and accessible to users of all skill levels

Responsibilities

Define and execute a cohesive UX strategy for AI across the Freshworks platform and products
Partner with Product and Engineering to embed scalable, user-centered design into foundational AI capabilities (e.g., model management, AI configuration, feedback loops)
Drive design quality and consistency across AI use cases in multiple products, from proactive suggestions in IT workflows to smart automations in customer support
Ensure AI user experiences reflect responsible design principles, supporting transparency, fairness, and usability
Shape end-to-end user experiences for platform-level AI tools, empowering internal teams and external customers to adopt and configure AI capabilities with confidence
Translate complex AI concepts—like model training, feedback capture, and prompt engineering—into clear, usable interfaces
Collaborate with product teams to ensure the underlying infrastructure supports frictionless, human-centered AI interaction across use cases
Lead the design of product-level AI features that simplify tasks, surface insights, and enhance decision-making—whether in conversational interfaces, generative assistants, or predictive analytics
Champion user control, explainability, and inclusivity across all AI-driven touchpoints
Use rapid prototyping, testing, and iteration to refine how users perceive and interact with AI
Build strong partnerships with Product, Engineering, Data Science, and fellow UX leaders across the company
Align AI UX design with business strategy and user needs across diverse product teams
Act as a thought partner in roadmap planning, capability prioritization, and cross-functional decision-making for AI investments
Lead a team of designers and researchers focused on AI experiences

Skills

Key technologies and capabilities for this role

AI UXUser Experience DesignGenerative AIMachine LearningAutomationChatbotsProduct DesignUX StrategyHuman-Centered DesignData-Driven Design

Questions & Answers

Common questions about this position

Is this position remote or on-site?

The position is on-site.

What is the salary range for this role?

This information is not specified in the job description.

What skills and experience are required for the Director of AI User Experience role?

The role requires deep expertise in designing for complex, data-driven systems, passion for making AI intuitive and trustworthy, and experience leading UX strategy for AI across platforms and products.

What is the company culture like at Freshworks?

Freshworks emphasizes a people-first approach to AI that eliminates friction, making employees more effective and organizations more productive, with a fresh vision for uncomplicated service software.

What makes a strong candidate for this position?

A strong candidate has expertise in AI UX design, ability to lead strategy and execution across products, and experience partnering with Product and Engineering to integrate user-centered AI capabilities.

FreshBooks

Cloud-based accounting software for businesses

About FreshBooks

FreshBooks provides cloud-based accounting software aimed at simplifying financial management for small to medium-sized businesses and self-employed professionals. The software allows users to efficiently track expenses, time, and invoices, making it accessible even for those without accounting experience. Users subscribe to the service with various pricing tiers, and they can take advantage of a 30-day money-back guarantee and an 80% discount for the first four months. FreshBooks stands out from competitors by offering a user-friendly interface and mobile accessibility, enabling users to manage their finances on the go. The company's goal is to help business owners and accountants streamline their financial processes, improve organization, and enhance client relationships.

Toronto, CanadaHeadquarters

2003Year Founded

$149.6MTotal Funding

DEBTCompany Stage

Consumer Software, FintechIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

401(k) Company Match

Stock Options

Unlimited Paid Time Off

Parental Leave

Home Office Stipend

Professional Development Budget

Risks

Increased competition from market leaders may impact FreshBooks' market share.

Dependency on Stripe's technology could pose risks if Stripe faces issues.

Economic downturns may threaten FreshBooks' subscription-based revenue model.

Differentiation

FreshBooks offers a user-friendly platform for non-accountants, simplifying financial management.

The company provides mobile-friendly solutions, catering to the rise of remote work.

FreshBooks' integration with Shopify enhances e-commerce capabilities for online businesses.

Upsides

FreshBooks' subscription model aligns with industry trends, boosting customer acquisition and retention.

The expansion of Stripe Connect features enhances FreshBooks Payments, improving payment processing.

AI-driven financial analytics tools can provide predictive insights, enhancing decision-making.

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