Head of Product Design

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable.

Today, Kustomer is the core platform for leading brands like Abercrombie, Nuts.com, Skims, Turo, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels. In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are dedicated to enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US and United Kingdom. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew gets together for both KKO and Kamp Kustomer each year.

About the Role

We are seeking an experienced Head of Product Design to lead our design organization and drive exceptional user experiences across our Agentic platform. Reporting to the VP of Product, you will lead a team of product designers while establishing a design that both embraces AI + Human and is beautifully functional.

You'll scale our design function, embed innovative design thinking throughout the organization, and ensure our products deliver experiences that accelerate growth and delightful user experiences.

Responsibilities

• Build and scale world-class design team: Attract, mentor, and retain top design talent while fostering a culture of innovation and craft excellence
• Drive strategic design excellence: Define a design strategy with AI at its center, elevates UX/UI and creates a fluid experience across the entire customer journey
• Champion design as business-critical: Collaborate with Product, Engineering, and GTM to build high-quality functionality for all of our customers
• Establish design operations: Set up scalable processes, design systems, and quality standards that ensure consistency across the entire R&D organization
• Drive innovation: Leverage AI-powered design tools and stay ahead of emerging technologies and drive efficiencies in the design process
• Demonstrate design's impact on core business KPIs (retention, conversion, activation), user satisfaction (NPS, CSAT), and team collaboration
• Reduce design debt while increasing design-driven experimentation

Qualifications

• 10+ years of product design experience with at least 5+ years in design leadership roles
• Experience planning and executing on design strategy in concert with Product and Engineering leadership
• Proven ability to scale teams of 5-15 designers in fast-paced SaaS environments
• Deep expertise in end-to-end SaaS product design and user experience strategy
• Proficiency with modern design tools (Figma) and AI-powered prototyping tools (Lovable, Bolt, v0)
• Excellent communication skills with executive-level influence