POS-11493

About You

You’re looking for an environment, team, and role where you’ll thrive and do the best work of your career. That’s why, as a Principal Product Designer on our AI team:

• You’ll have a “seat at the table” from Day 1. Your partners and peers know what you do, greatly value it, and expect you to have strong opinions.
• You’ll co-own a significant part of the product with your partners and you’ll all have the autonomy you need to drive its strategy and vision.
• You’ll never have to guess about how to get promoted. We support you with clear expectations and career paths.
• You’ll be able to work where and how you work best: at home, the office, or any mix of both

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. Last year, we launched Breeze Customer Agent, one of our flagship AI Agents that can 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. We're also building a robust AI agent platform to empower internal teams and third-party developers to create custom agents for diverse, powerful use cases.

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 market. 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.

You'll love this role if you

You're a proven and seasoned design leader with a compelling portfolio that showcases your ability to define vision, tackle ambiguous problems, and drive significant impact at scale. This role is for a visionary leader who will define the strategic future and execute on the most complex, ambiguous, and high-impact problems for the Customer Agent team, 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.

Here's what success in your role looks like

We're seeking a Principal Product Designer with extensive product design experience, ideally in complex B2B SaaS applications or AI/ML products. As a Principal Product Designer on our Customer Agent team, you will be a visionary leader responsible for defining the strategic future and executing on the most complex, ambiguous, and high-impact problems within our platform. You will operate across multiple product areas, architecting solutions that set new standards and unlock unprecedented value for our customers.

Additionally, you’ll own the Customer Agent Context & Capabilities mission, shaping how customers empower the agents they build with human-like capabilities to perform tasks and follow business practices so they can deliver a personalized and reliable experience to the visitor. This includes:

• Giving more control to customers to customise the agent's behaviour 
• Configurat