Senior Product Designer, Employee Service
Location:Pune, India
At Zendesk, we create software that powers exceptional customer service. Our easy-to-use & AI powered tools enable support teams to resolve issues quickly and efficiently. By keeping the customer at the center of the experience, our products help businesses to build personal connections and deliver seamless support across multiple channelslike email, chat, social media, and phone.
Who we're looking for
We're looking for a Senior Product Designer to join our Employee Services team and help shape intuitive, scalable experiences that empower employees and streamline how work gets done. You will play a key role in designing our new Change Management solution, a critical component of our IT Service Management (ITSM) offering.
In this role, you'll design solutions that simplify complexity, reduce friction, and bring clarity to every interaction. You'll collaborate closely with product managers, engineers, and cross-functional partners to define challenges, explore possibilities, and deliver impactful designs that drive efficiency across the organization.
We're especially interested in someone with experience designing for enterprise SaaS platforms and familiarity with IT Service Management (ITSM) or HR Service Management (HRSM) solutions. Direct experience with ITIL-based processes, such as Change Management, is a significant plus.
What You Will Get To Do Every Single Day
- Define and refine user journeys for employees, managers, and service teams. Create scalable UI patterns for service discovery, request submission, and fulfillment tracking.
- Design and prototype interactions between self-service, knowledge bases, AI-driven recommendations, and workflows.
- Work closely with Product Managers, Engineers, and Content Designers to bring concepts to life.
- Partner with Service Operations teams (HR, IT, Finance, Facilities) to ensure the catalogue aligns with real-world processes.
- Localised to Pune Talent Market:
What You'll Do
- Design simple, effective experiences that help employees, managers, and service teams get work done effortlessly.
- Build scalable UI patterns that make service discovery, request creation, and progress tracking intuitive.
- Prototype interactions that bring together self-service, knowledge bases, AI-driven recommendations, and automated workflows.
- Collaborate with Product Managers, Engineers, and Content Designers to turn ideas into real, usable experiences.
- Partner with Service Operations teams across HR, IT, Finance, and Facilities to ensure designs fit real-world processes and deliver measurable value.
- Work closely with global teams, including colleagues in the U.S., to design consistent, scalable experiences across regions.
- Test, learn, and iterate to improve usability, adoption, and overall experience quality.
What You Bring To The Role
- 5+ years of experience in product design with a strong portfolio showing growth-focused work Deep experience working on product-led growth in SaaS platforms, especially B2B or enterprise tools Exposure to ITAM, CRM, HRIS, or other employee experience technologies.
- Strong expertise in interaction design, information architecture, and systems thinking.
- Proficiency in Figma, prototyping tools, and usability testing methods.
- Ability to navigate complexity and create scalable, user-friendly solutions.
What You'll Bring
- 5+ years of product design experience with a portfolio showing strong problem-solving and craft.
- Experience designing for SaaS or enterprise platforms; exposure to employee experience or internal service tools is a plus.
- Familiarity with product-led growth principles (like self-serve onboarding or usage analytics) is nice to have but not required.
- Strong skills in interaction design, information architecture, and systems thinking.
- Proficiency in Figma, prototyping, and usability testing.
- Experienced in working across geographies, collaborating closely with designers and partners in different time zones to drive cohesive design outcomes.
- Comfortable navigating complexity and balancing business needs with user outcomes.
Zendesk is an equal-opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, colour, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.
Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The Intelligent Heart Of Customer Experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [HIDDEN TEXT] with your specific accommodation request.
