Principal Product Designer, AI

About Our AI Team

At HubSpot, we are pioneers in transforming how businesses and their customers interact with artificial intelligence. We believe in balancing innovation with a strong commitment to delivering real value through helpful, valuable, and intuitive AI experiences.

Designing in the AI space is fast-paced and full of unknowns. We tackle unique research and design challenges, turning user skepticism into intuitive experiences that unlock creativity and professional potential. We balance cutting-edge innovation with a strong commitment to delivering tangible, valuable solutions. Embracing a 'learning-by-doing' approach, we constantly learn from a quickly evolving technology. You don't need to be an AI expert; we seek curious, driven, imaginative, designers with a high bar for craft who are eager to learn and grow. This is a unique opportunity at the intersection of UX and AI to define what's next.

Researching for AI product experiences is exciting and also full of novel research challenges. Many users don’t know what they want from AI, it’s still a technology in search of a problem. Other users are skeptical, worried about or resistant to using AI. Mental models are still evolving and truly helpful quality is difficult to achieve. We’ve embraced the ambiguity in this space by focusing on speedy exploration, scrappy insights and learning from the quickly evolving marketplace.

What we’re up to

Last year we launched CoPilot, an AI-powered conversational interface embedded across every page of HubSpot. The promise of CoPilot is a surface that allows any user at any moment to get AI assistance in context. The natural language interface allows the system to meet the users where they are at without needing to be overly technical.

We also launched Breeze Customer Agent, one of our flagship AI Agents that resolves 50%+ of common customer support issues, assists with simple actions, and escalates when human support is needed. Building on this success, we're evolving it into a 24/7 AI Concierge that supports high-volume conversations across marketing, sales, and service. 

Additionally, we also invested in our first generation of AI agents. We learned a lot about the challenges and opportunities agents bring, which has allowed us to envision a more sophisticated evolution into an agent platform this year. This will empower both HubSpot and third-party creators to develop agents tailored to their unique use cases.

At its heart, the work we’re doing is about enabling HubSpot users to unlock their full professional potential. By reducing friction, managing complexity, and amplifying creativity, we’re transforming how businesses use AI to achieve their goals. It’s an exciting time to be at the intersection of AI and UX, and we’re just getting started.

What We’re Looking For

We're seeking a Principal Product Designer with extensive product design experience, having led 8+ large scale, complex end to end projects. You should be a proven design leader with a compelling portfolio that showcases your ability to define vision, tackle ambiguous problems, and drive significant impact at scale. This role will define the strategic future and execute on the most complex, ambiguous, and high-impact problems within our AI platform, operating across multiple product areas to architect solutions that set new standards and unlock unprecedented value for our customers.

As a designer you are:

• A visionary and strategic thinker: You can see beyond current challenges, translate abstract concepts into actionable strategies, and demonstrably influence product roadmaps and organizational design. 
• An exceptional communicator: You masterfully articulate complex ideas, influencing executive leadership and building widespread organizational alignment through compelling narratives.
• An expert in ambiguity: You thrive in highly ambiguous environments, proactively seeking out new problems to solve, rather than waiting for them to be defined.
• A systems thinker: You naturally understand interdependencies and design scalable, extensible solutions across broad product ecosystems. 
• Research and insight-driven: You’re passionate about user understanding, and adept at championing innovative research methodologies to uncover profound insights that shape product direction.
• Biased towards action: You are a "dreamer who moves mountains," capable of coaching and mentoring other designers, raising the bar for craft and strategic thinking, and leading complex initiatives from initial conception to launch.

What You'll Do

Your day-to-day will involve:

Strategic Leadership & Complex Problem Solving

• Define and own the strategic vision for significant portions of our AI platform, influencing product roadmaps and organizational design strategy.
• Frame and reframe deeply ambiguous, complex problems, defining entirely new opportunities for AI-powered experiences where mental models are still nascent.
• Architect holistic design solutions that span multiple systems and product lines, leading the integration of advanced interaction patterns and visual language to set new standards for AI UX.

Driving Innovation & Influence

• Lead the integration of advanced prototyping methods into the workflow to test groundbreaking concepts.
• Champion novel research approaches to uncover latent user needs and future possibilities for AI.
• Drive cross-organizational influence, building strong alignment and consensus across teams, departments, and executive leadership while effectively communicating the value and rationale of design decisions.

Mentorship & Craft Excellence

• Coach and develop senior product designers, fostering a culture of excellence, craft, and continuous learning within the design organization.
• Establish and drive content design standards for AI interactions and guide our design system's evolution to accommodate new AI paradigms.
• Define and track key metrics to measure the success and impact of AI agent experiences, iterating based on data and insights.

Shaping the AI Agent Experience

• Work closely with cross-functional partners, including product managers, engineers, and researchers, to own and influence meaningful areas within our overall AI Agent experiences.
• Shape how customers discover, evaluate, and gain value from our AI-powered products. This includes empowering agents with human-like capabilities to perform tasks and follow business practices.
• Lead significant design initiatives from concept to launch, delivering high-quality artifacts. This entails breaking down complex, ambiguous AI problems through user-centered design, leveraging research to simplify flows and create delightful experiences. You'll apply sophisticated interaction and visual design, utilize appropriate prototyping methods, and employ strong systems thinking to ensure consistency and scalability. Finally, you'll define and track key metrics to measure the success and impact of experiences, iterating based on data and insights.