UX Designer - Product Support Experiences

About the job:

We are seeking a UX Designer in Pune, India who thrives on solving complex problems and creating seamless, human-centered support experiences. In this role, you will collaborate on the design process from discovery research and journey mapping to prototyping and testing, while collaborating closely with cross-functional partners.

Your work will simplify workflows, empower users, and shape the future of our products.The User Experience Design (UXD) team is dedicated to making our products intuitive, enjoyable, and accessible for everyone.

As a globally distributed group of researchers, designers, content strategists, and developers, we bridge the technical and human worlds. We believe the best ideas emerge from diverse perspectives, and our collaborative approach, grounded in teamwork, empathy, and transparency, is central to building experiences our users genuinely love.We actively contribute to and leverage our open-source design system, PatternFly, ensuring consistency and quality across our product portfolio.

What will you do?

• Generate creative design approaches, incorporate feedback, and stay open to new ideas
• Lead or participate in continuous discovery, user journey mapping, empathy mapping, or other workshops to illuminate user outcomes to solve
• Use AI-enabled tools to deliver a range of artifacts including click-through prototypes, wireframes, storyboards, maps or other deliverables to effectively communicate design
• Collaborate with product managers, engineers, and data teams to align user needs with technical feasibility
• Adopt a growth mindset, foster collaboration, and stay updated with the latest design and technology trends
• Demonstrate proficiency in utilizing LLMs (e.g., Google Gemini), as relevant, for tasks such as user research synthesis, generating initial design concepts, summarizing user feedback, drafting user flows, and enhancing problem-solving efficiency throughout the design process

What will you bring?

• 3-5 years of experience as a UX or Product Designer, ideally in SaaS or enterprise environments
• Strong portfolio of design projects showcasing user-centered design solutions
• Proficiency in traditional and AI-enabled design tools such as Figma (preferred), Sketch, or similar, with experience in prototyping and working with design systems
• Experience using enterprise design systems, responsive layouts, and meeting WCAG accessibility standards
• Strong knowledge of usability testing and heuristic evaluation methods, combining qualitative and quantitative approaches
• Excellent communication and collaboration skills in cross-functional environments
• Degree in User Experience Design, Human-Computer Interaction, Computer Science, or a related field

The following are considered a plus:

• Experience conducting or supporting user research and usability testing
• Familiarity with customer-facing tools such as CRMs, dashboards, or ticketing systems
• Experience conducting A/B testing and data-driven optimization
• Experience in cross-team collaboration and stakeholder engagement
• Working knowledge of rapid prototyping frameworks or APIs