Staff Product Designer – Experience, Engagement

Coinbase

Staff Product Designer joining Coinbase's Customer Experience and Engagement team. Owning design vision and execution for AI-first customer support platforms to enhance user experience.

Posted 6/27/2026full-timeRemote • 🇺🇸 United StatesLead💰 $207,485 - $244,100 per yearWebsite

About the role

Key responsibilities & impact

Own end-to-end design vision and execution across the full CX product surface, spanning Help Center, Chatbot, Voicebot, and the in-app Concierge support experience.
Drive MVP and future-state concepts across the AI-powered support ecosystem, including self-service flows, conversational interactions, escalation paths, and proactive outreach surfaces.
Lead design for Concierge, Coinbase's premium support product, translating a $50M+ revenue goal into a high-touch, differentiated in-app experience.
Partner with Product, Engineering, and CX Operations to ground design decisions in real support data, automation performance metrics, and customer satisfaction signals.
Shape a reusable design system pattern library for AI-powered support, collaborating with the Coinbase Design System team to ensure consistency across Help Center, Chatbot, and Voicebot.
Build direct relationships with customers and support agents to generate insights that influence how Coinbase delivers world-class support at scale.

Requirements

What you’ll need

7+ years of Product Design experience with meaningful work on support, service, conversational UI, or AI-powered interfaces.
Track record of shipping end-to-end product design across both customer-facing and operator-facing (agent/internal tooling) surfaces within cross-functional teams.
Demonstrated ability to work autonomously across a complex, multi-surface product ecosystem, from early concept through production launch.
Mastery of visual design, interaction design, and conversation flow design, with fluency in Figma and modern prototyping tools.
Strong cross-functional communication and stakeholder management across engineering, product, operations, and executive audiences.
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Benefits

Comp & perks

Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Product DesignSupport DesignConversational UIAI-powered InterfacesVisual DesignInteraction DesignConversation Flow DesignPrototypingEnd-to-end Product DesignAutomation Performance Metrics

Soft Skills

Cross-functional CommunicationStakeholder ManagementAutonomous WorkRelationship BuildingInsight GenerationCollaborationCustomer Satisfaction FocusDesign Decision MakingInfluencing SkillsProblem Solving