Staff Product Designer (Experience & Engagement)

Coinbase; Des Moines (IA); Hybrid; USD 207,000 - 244,000; Full time

Job summary

Coinbase is hiring its founding design hire for the Customer Experience and Engagement product team. You will own end-to-end design across the Help Center, Chatbot, Voicebot, and the in-app Concierge experience, shaping the design vision across a broad AI-powered support surface.

You will partner with Product, Engineering, and CX Operations to ground decisions in data and performance metrics, build a reusable design system, and directly influence automation quality, customer satisfaction, and

Qualifications

• 7+ years of Product Design experience in support, service, conversational UI, or AI-powered interfaces.
• Track record of shipping end-to-end product design across customer-facing and operator-facing surfaces.
• Ability to work autonomously across a complex, multi-surface product ecosystem from concept to launch.
• Mastery of visual, interaction, and conversation flow design; fluent in Figma and modern prototyping tools.
• Strong cross-functional communication with engineering, product, operations, and executives.

Responsibilities

• Own end-to-end design vision across Help Center, Chatbot, Voicebot, and Concierge in-app experience.
• Drive MVP and future-state concepts for AI-powered support ecosystem including self-service flows and escalation paths.
• Lead design for Concierge, translating a $50M+ revenue goal into a high-touch in-app experience.
• Partner with Product, Engineering, and CX Operations grounded in data and customer signals.
• Shape a reusable design system pattern library with the Coinbase Design System team for consistency.
• Build relationships with customers and support agents to generate actionable insights.

Skills

Product design

End-to-end design

Conversation design

Cross-functional collaboration

AI in design

Prototyping

Tools

Figma

Prototyping tools

Design systems

Job description

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

You'll join the Customer Experience and Engagement product team as its founding design hire, owning end-to-end design across Coinbase's AI-first customer support platform. The team builds the Help Center, Chatbot, Voicebot, and the premium Concierge support experience embedded inside the Coinbase app, with a mission to automate 90%+ of customer interactions by EOY 2026 while delivering the highest-quality support experience in fintech. You'll define the design vision across this full product surface and shape how millions of customers get help, driving measurable impact on automation quality, customer satisfaction, and Concierge revenue.

What you’ll 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 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.

Required skills & experience:

• 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.

Position ID: P77404

#LI-Remote

*Pay Transparency Notice:** *Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus):

$207,485—$244,100 USD

• *Application Limit: *Candidates may submit a maximum of 3 applications within a 6-month period.

• *Equal Opportunity Employer: *Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.

• *US Applicants: *View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.

• *Accommodations: *If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com.Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.

• *Data Privacy & Arbitration: *By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.