Staff Product Designer (Experience & Engagement)
WFA Digital Insight
The demand for skilled product designers in fintech has grown exponentially, with a 25% increase in job postings over the last year. As companies like Coinbase continue to push the boundaries of digital finance, the need for talented designers who can craft seamless user experiences has never been more pressing. With its commitment to increasing economic freedom, Coinbase stands out as a company that is shaping the future of finance. Candidates should be prepared to showcase their expertise in AI-powered design and their ability to drive automation and customer satisfaction. Before applying, it's essential to understand the company's remote-first culture and the importance of collaboration in a distributed team.
Job Description
About the Role
The Staff Product Designer role at Coinbase is a unique opportunity to lead the design vision for the company's customer experience and engagement products. As the founding design hire for the Customer Experience and Engagement product team, you will own end-to-end design across Coinbase's AI-first customer support platform. This platform includes the Help Center, Chatbot, Voicebot, and the premium Concierge support experience embedded inside the Coinbase app. Your mission will be to define the design vision across this full product surface, shaping how millions of customers get help and driving measurable impact on automation quality, customer satisfaction, and Concierge revenue.The team you will be joining is dedicated to automating 90%+ of customer interactions by the end of 2026 while delivering the highest-quality support experience in fintech. You will be working closely with cross-functional teams, including Product, Engineering, and CX Operations, to ground design decisions in real support data, automation performance metrics, and customer satisfaction signals.
What You Will Do
- 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 inform design decisions with 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.
- Collaborate with stakeholders across engineering, product, operations, and executive audiences to ensure design alignment and effective communication.
- Utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
- Develop and maintain design documentation to ensure knowledge sharing and design consistency across the team.
What We Are Looking For
- 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.
- Experience with designing for accessibility and ensuring products are inclusive for all users.
- Knowledge of design systems and their application in product development.
Nice to Have
- Experience working in a remote-first company and comfortable with asynchronous communication.
- Familiarity with crypto or fintech industry, understanding of the regulatory environment and consumer needs.
- Participation in design communities, conferences, or mentorship programs to stay updated on industry trends and best practices.
Benefits and Perks
- Competitive salary and equity package.
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Flexible PTO policy and paid holidays.
- Remote work stipend to support your home office setup.
- Access to professional development opportunities, including conferences and workshops.
- Collaborative and dynamic work environment with a team of experienced professionals.
How to Stand Out
- When applying, make sure your portfolio showcases your ability to design for complex, AI-powered systems and your understanding of customer experience principles.
- Highlight any experience you have with designing conversational interfaces, such as chatbots or voice assistants, and how you approached their design.
- Prepare to talk about your process for gathering customer insights and how you incorporate feedback into your design decisions.
- Be ready to discuss your experience with design systems and how you contribute to their development and maintenance.
- Research Coinbase's products and services to understand the company's mission and values, and be prepared to discuss how your skills and experience align with them.
- Consider reaching out to current or former employees to gain insights into the company culture and what it's like to work at Coinbase.
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