Staff Product Designer – Experience, Engagement

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $207.5k - $244.1k / year

⏰ Full Time

🔴 Lead

🎨 Product Designer (UI/UX)

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Coinbase

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

₿ Crypto

💸 Finance

💳 Fintech

💰 $21.4M Post-IPO Equity on 2022-11

Crypto • Finance • Fintech

Coinbase is a leading cryptocurrency exchange platform that allows individuals and institutions to buy, sell, and trade various crypto assets such as Bitcoin and Ethereum. The company offers advanced trading tools, institutional solutions, and a self-hosted wallet for storing and managing cryptocurrencies. With a strong focus on security and transparency, Coinbase provides a trusted platform used by millions globally. It supports various features including staking, earning rewards, and spending crypto through their cards. Additionally, Coinbase provides developer tools and APIs for building onchain applications, making it a comprehensive hub for engaging in the crypto economy.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).