Principal Product Designer (IC)

📋 Description

• • Own the end-to-end design vision for Freshservice, the AI-powered ITSM platform that is redefining how enterprises manage service delivery. You will shape experiences used daily by tens of thousands of IT, HR, Facilities, and Security professionals who depend on our product to keep global organizations running.
• • Translate sprawling, multi-stakeholder IT workflows—incident, problem, change, asset, and knowledge management—into consumer-grade, task-oriented interfaces that cut onboarding time from weeks to hours and reduce MTTR (mean time to resolution) by up to 40%.
• • Lead strategic design sprints that start with field research in Fortune 500 NOCs and service desks and end with pixel-perfect prototypes validated through rapid usability tests. Your artifacts will directly inform quarterly OKRs and influence a $100M+ ARR product roadmap.
• • Champion an AI-first design philosophy: orchestrate agentic copilots, predictive analytics dashboards, and conversational interfaces that surface the next best action before the user even asks. You will partner with ML engineers to define training data, model feedback loops, and ethical-AI guardrails.
• • Establish and evolve our design system, "Orbit," ensuring every component—from data tables to empty states—meets WCAG 2.2 AA standards and scales gracefully across web, iOS, Android, and Slack/MS Teams surfaces. Your tokens and patterns will be reused by 40+ product designers company-wide.
• • Drive cross-functional alignment through narrative storytelling: craft vision videos, journey maps, and executive-level design briefs that secure buy-in from CPO, CTO, and GTM leadership. You will present quarterly to the board, translating design impact into revenue, retention, and NPS metrics.
• • Mentor and uplevel a distributed team of 8–10 senior and mid-level product designers. You will institute critique rituals, career-ladder rubrics, and inclusive hiring practices that increase team diversity by 30% year-over-year.
• • Embed continuous discovery into the product culture: run mixed-method research (diary studies, contextual inquiry, A/B telemetry) that uncovers latent needs of enterprise admins, agents, and end-users. Your insights will feed both iterative sprints and 3-year horizon planning.
• • Influence pricing and packaging strategy by identifying premium UX differentiators—such as AI-driven auto-categorization and no-code workflow builders—that justify tier upgrades and expand ACV.
• • Be the public face of design excellence: represent Freshworks at DesignOps Summit, Enterprise UX, and SaaStr Annual, publishing case studies that position us as the category leader in usable enterprise software.