Identify and pattern match high-value opportunities for AI across the product
Define what AI should do—and just as importantly, what it should not do, making hard or unpopular calls when needed
Architect AI-driven workflows and agentic systems that operate across real-world scenarios and over time, including multi-step and agent-to-agent interactions
Establish decision frameworks: when systems should act, ask, escalate, or defer
Design for uncertainty, failures, and edge cases as core system behavior
Develop and apply design principles and heuristics to shape how AI systems behave and make decisions
Ensure systems remain coherent and predictable, even as complexity scales 3. Shape human + AI workflows and end-to-end experience
Design experiences for users who are increasingly managing AI systems and agents
Design how AI integrates into real user workflows, not just isolated interactions
Define the role of the human in the loop: where users guide, review, or override
Ensure users can understand, trust, and recover from system failures
Define what “good” looks like (e.g. trust, accuracy, effort reduction, and whether outputs are structured and usable in context)
Design evaluation scenarios and feedback loops
Analyze outputs to identify failure modes and system weaknesses
Design for reliability at the system level, preventing agentic breakdowns How You’ll Work
Lead ambiguous, in-flight work—making calls on when to adapt the product vs. push on system improvements as things evolve
Collaborate deeply with ML scientists, PMs, and product designers
Prototype and run focused experiments that isolate variables and generate clear insights
Requirements
Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce.
Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.
Role Overview We’re looking for a Staff AI Product Designer to shape what our AI does, how it behaves, and how it fits into real user workflows.
You’ll design systems: behaviors, decisions, orchestration, and end-to-end experiences powered by AI.
You’ll go beyond interface design to define how AI systems behave, operate, and deliver value in the real world—similar to emerging “AI Model Designer” roles, but more deeply embedded in product. What You’ll Do 1.
Set clear boundaries for autonomy vs human control 2. Design AI behavior, orchestration, and system logic
Act as a bridge between AI research, technical capabilities, and user needs
Experience working on zero-to-one products and comfort operating through ambiguity and rapid change
Deep understanding of LLMs and their limitations, along with a grounding in traditional ML approaches and when to use them instead •
Experience defining design principles, heuristics, or evaluation criteria for AI systems
High standards for quality, with a track record of identifying where AI systems break down in real-world use
You will not be training models or building ML infrastructure
You will only occasionally design UI—this is not the focus of the role You will influence all of these—but your primary responsibility is defining what should be built, how it should behave, and how it performs in the real world.
You’ll join a mature AI discipline operating at the frontier.
Fin already has an established AI Design team and strong cross-functional understanding of this role, so you can focus on building rather than justifying your value.
You won’t be “adding AI to a product.” The quality of our AI is the quality of our product. This is a technical, hands-on role where you have the satisfaction of working with tight feedback loops.
Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
MacBooks are our standard, but we also offer Windows for certain roles when needed. #LI-Hybrid Policies
Benefits
Competitive salary and equity in a fast-growing start-up
Regular compensation reviews - we reward great work!
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
Additional details
Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.
Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support.
Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.
This role sits at the intersection of product, design, and machine learning—turning emerging capabilities into reliable, high-quality user experiences.
Partner with product designers to continuously shape and adapt the product
experience as underlying systems evolve 4. Define quality, evaluation, and reliability
Operate in a highly autonomous, fast-moving environment with evolving constraints
Stay close to system behavior by regularly reviewing outputs and raising the bar on quality What We’re Looking For
Strong product judgment—you consistently make high-quality calls on what to build and why
A scientific mindset—you can design experiments that isolate variables and produce meaningful insights