Staff Product Designer (Experience & Engagement)

CryptoproNetwork; Northern (KY); Hybrid; USD 207,000 - 244,000; Full time

Job summary

Coinbase is seeking its founding design hire for the Customer Experience and Engagement product team to own end-to-end design across the AI-first customer support platform. You’ll shape the vision for Help Center, Chatbot, Voicebot, and the Concierge experience embedded in the Coinbase app, aiming to automate 90%+ interactions by EOY 2026 while delivering high-quality support in fintech.

You’ll collaborate with Product, Engineering, CX Operations, and the Coinbase Design System team to build a

Qualifications

• 7+ years of Product Design experience with work on support, service, conversational UI, or AI-powered interfaces.
• Shipping end-to-end design across customer-facing and operator-facing surfaces in cross-functional teams.
• Ability to work autonomously across multiple surfaces from concept to production.
• Mastery of visual/interaction/conversation design, fluent in Figma and prototyping tools.
• Strong cross-functional communication with engineering, product, operations, and execs.
• Uses generative AI responsibly with human oversight to improve efficiency, cost, and quality.

Responsibilities

• Own end-to-end design vision across CX surface incl. Help Center, Chatbot, Voicebot, Concierge.
• Drive MVP and future-state concepts across the AI-powered support ecosystem.
• Lead design for Concierge, translating a multimillion revenue goal into a premium in-app experience.
• Partner with Product, Engineering, and CX Operations to ground decisions in data and metrics.
• Shape a reusable design system pattern library with the Coinbase Design System team.
• Build relationships with customers and support agents for actionable insights.

Skills

Product design

End-to-end design

Figma

Visual design

Interaction design

Conversation design

Cross-functional collaboration

AI/automation UX

Tools

Prototyping tools

Job description

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