Principal Product Designer, AI - job 1 of 2
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
- Configuration of guidelines/instructions)
- Enable the agent to perform complex multi-step actions
- Making it easy for customers to add and manage knowledge from their other businesses systems (ie Zendesk, Notion, Gdrive) and unstructured knowledge (ie videos and images)
- Agent to agent handoffs/collaboration (ie “agent orchestration”)
Your day-to-day will involve:
Strategic Leadership & Complex Problem Solving
- Define and own the strategic vision for significant portions of our AI agent platform, influencing product roadmaps and organizational design strategy.
- Frame and reframe deeply ambiguous, complex problems, defining entirely new opportunities for AI-powered experiences where mental models are still nascent.
- Architect holistic design solutions that span multiple systems and product lines, leading the integration of advanced interaction patterns and visual language to set new standards for AI UX.
Driving Innovation & Influence
- Lead the integration of advanced prototyping methods into the workflow to test groundbreaking concepts.
- Champion novel research approaches to uncover latent user needs and future possibilities for AI.
- Drive cross-organizational influence, building strong alignment and consensus across teams, departments, and executive leadership while effectively communicating the value and rationale of design decisions.
Mentorship & Craft Excellence
- Coach and develop senior product designers, fostering a culture of excellence, craft, and continuous learning within the design organization.
- Establish and drive content design standards for AI interactions and guide our design system's evolution to accommodate new AI paradigms.
- Define and track key metrics to measure the success and impact of AI agent experiences, iterating based on data and insights.
Shaping the Customer Agent Experience
- Work closely with cross-functional partners, including product managers, engineers, and researchers, to own and influence meaningful areas within our overall Customer Agent experience.
- Shape how customers discover, evaluate, and gain value from our AI-powered product. This includes empowering agents with human-like capabilities to perform tasks and follow business practices, and delivering a personalized and reliable experience to visitors by providing the right context at the right time.
- Lead significant design initiatives from concept to launch, delivering high-quality artifacts. This entails breaking down complex, ambiguous AI problems through user-centered design, leveraging research to simplify flows and create delightful experiences. You'll apply sophisticated interaction and visual design, utilize appropriate prototyping methods, and employ strong systems thinking to ensure consistency and scalability. Finally, you'll define and track key metrics to measure the success and impact of experiences, iterating based on data and insights.
About UX at HubSpot
Our UX team is a passionate and diverse group of more than 200 product designers, content designers, researchers, and design ops folks who build consumer-grade experiences while solving enterprise-level problems. We’re set up to work as equal partners to our peers in product management and engineering. And we design and deliver a crafted experience to our customers by setting a high bar on ease of use. We’re investing deeply in building whole and healthy UX teams across all of our disciplines so we can better solve problems for our customers.
We involve our customers in every step of our development process. And we strive to deliver a B2B product that’s just as easy to use as the best B2C products on the market. When our customers grow, we grow, too!
Want to know more about product design at HubSpot?
- The possibilities of “and” — prioritizing usability alongside feature growth
- By the people, for the people: keeping your design system evergreen
- See all HubSpot UX blog posts
One more thing you should know…
There’s a lot of research showing how marginalized groups of people may not apply for jobs unless they meet 100% (or more!) of the qualifications. We also know that many UX folks come from backgrounds with different experiences that might not seem “standard”—and that’s okay! We really value people who bring unique perspectives and add new knowledge to our team.
But you might not feel like you “check all the boxes” as you read this job post. We get it. And we feel these things ourselves, too. But we hope you’ll apply anyway because we’ll take great care in working with you. 🧡
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. HubSpot is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.
Cash compensation range: 210000-336000 USD Annually
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
- Configuration of guidelines/instructions)
- Enable the agent to perform complex multi-step actions
- Making it easy for customers to add and manage knowledge from their other businesses systems (ie Zendesk, Notion, Gdrive) and unstructured knowledge (ie videos and images)
- Agent to agent handoffs/collaboration (ie “agent orchestration”)
Your day-to-day will involve:
Strategic Leadership & Complex Problem Solving
- Define and own the strategic vision for significant portions of our AI agent platform, influencing product roadmaps and organizational design strategy.
- Frame and reframe deeply ambiguous, complex problems, defining entirely new opportunities for AI-powered experiences where mental models are still nascent.
- Architect holistic design solutions that span multiple systems and product lines, leading the integration of advanced interaction patterns and visual language to set new standards for AI UX.
Driving Innovation & Influence
- Lead the integration of advanced prototyping methods into the workflow to test groundbreaking concepts.
- Champion novel research approaches to uncover latent user needs and future possibilities for AI.
- Drive cross-organizational influence, building strong alignment and consensus across teams, departments, and executive leadership while effectively communicating the value and rationale of design decisions.
Mentorship & Craft Excellence
- Coach and develop senior product designers, fostering a culture of excellence, craft, and continuous learning within the design organization.
- Establish and drive content design standards for AI interactions and guide our design system's evolution to accommodate new AI paradigms.
- Define and track key metrics to measure the success and impact of AI agent experiences, iterating based on data and insights.
Shaping the Customer Agent Experience
- Work closely with cross-functional partners, including product managers, engineers, and researchers, to own and influence meaningful areas within our overall Customer Agent experience.
- Shape how customers discover, evaluate, and gain value from our AI-powered product. This includes empowering agents with human-like capabilities to perform tasks and follow business practices, and delivering a personalized and reliable experience to visitors by providing the right context at the right time.
- Lead significant design initiatives from concept to launch, delivering high-quality artifacts. This entails breaking down complex, ambiguous AI problems through user-centered design, leveraging research to simplify flows and create delightful experiences. You'll apply sophisticated interaction and visual design, utilize appropriate prototyping methods, and employ strong systems thinking to ensure consistency and scalability. Finally, you'll define and track key metrics to measure the success and impact of experiences, iterating based on data and insights.
About UX at HubSpot
Our UX team is a passionate and diverse group of more than 200 product designers, content designers, researchers, and design ops folks who build consumer-grade experiences while solving enterprise-level problems. We’re set up to work as equal partners to our peers in product management and engineering. And we design and deliver a crafted experience to our customers by setting a high bar on ease of use. We’re investing deeply in building whole and healthy UX teams across all of our disciplines so we can better solve problems for our customers.
We involve our customers in every step of our development process. And we strive to deliver a B2B product that’s just as easy to use as the best B2C products on the market. When our customers grow, we grow, too!
Want to know more about product design at HubSpot?
- The possibilities of “and” — prioritizing usability alongside feature growth
- By the people, for the people: keeping your design system evergreen
- See all HubSpot UX blog posts
One more thing you should know…
There’s a lot of research showing how marginalized groups of people may not apply for jobs unless they meet 100% (or more!) of the qualifications. We also know that many UX folks come from backgrounds with different experiences that might not seem “standard”—and that’s okay! We really value people who bring unique perspectives and add new knowledge to our team.
But you might not feel like you “check all the boxes” as you read this job post. We get it. And we feel these things ourselves, too. But we hope you’ll apply anyway because we’ll take great care in working with you. 🧡
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. HubSpot is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.
Cash compensation range: 210000-336000 USD Annually
Pay & Benefits
The cash compensation below includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are tailored to your skills, experience, qualifications, and other job-related reasons.
This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy.
Benefits are also an important piece of your total compensation package. Explore the benefits and perks HubSpot offers to help employees grow better.
At HubSpot, fair compensation practices aren’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.
We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.
If you need accommodations or assistance due to a disability, please reach out to us using this form.
At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events such as your Product Group Summit and other gatherings to continue building on those connections.
If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements
Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here.
India Applicants: link to HubSpot India's equal opportunity policy here.
About HubSpot
HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot's connected platform enables businesses to grow faster by focusing on what matters most: customers.
At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.
We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.
Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.
Explore more:
By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. Refer to HubSpot's Recruiting Privacy Notice for details on data processing and your rights.
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HubSpot is an American AI-powered customer relationship management platform founded in Boston in 2016 that helps millions of businesses grow worldwide.
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