Job description
Launched in 2018, Forethought is the first AI-native platform for enterprise customer support, built on a multi-agent architecture for omnichannel resolution. Trusted by leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought’s AI agents resolve billions of monthly support issues. The company has raised $115M+ in venture funding from top investors, including Blue Cloud Ventures, NEA, Village Global, and Sound Ventures, G2 has recognized Forethought as a High Performer in 2024 and Mid-Market Leader, Best Est. ROI, and Easiest to Do Business With in Customer Support for 2025.
As the Forethought Product Design Team, we are empowered to engage and inspire our users. We conduct user research and strive to rethink and redefine how users interact with Forethought’s brand and products. We design end-to-end AI-driven CS products that connect customers to live services and CS expertise with speed and accuracy.
The Senior Product Designer will lead various innovative initiatives and work with a cross-functional team to deliver a unique customer co-creation experience to accelerate the customer service product experience. In addition to effective product design leadership, The ideal candidate is a Design Thinking advocate who can help realize various creative product visions by being an effective, hands-on contributor to design projects.
What You’ll Be Doing (Responsibilities):
- Lead a variety of projects and initiatives, helping define strategy and user experience vision through cross-functional collaboration and alignment
- Conduct user research, present research findings, and craft end-to-end product journeys and experiences that connect users with Forethought’s services and brands
- Champion Design Thinking, educate cross-functional teams, and facilitate design workshops and co-creation sessions
- Communicate design direction and intent with user insights, design rationales, and frameworks
- Collaborate cross-functionally and balance engineering, customer, and product tradeoffs with user needs
- Contribute to the design system and lead the look & feel and technical direction of the coherent product experiences
Who You Are (Skill):
- Bachelor’s or Master’s degree in Design, Human-Computer Interaction, Interaction Design, Communication Design, Visual Art, Computer Science, Psychology, Industrial Design, [Preferred]
- 6+ years of professional experience in designing consumer or B2B or enterprise products [Required]
- A designer with excellent visual skills and craft who obsesses over interaction details
- A proactive and resourceful self-starter who thrives in ambiguity and can make decisions with imperfect data
- Have exceptional “creative problem-solving”, initiative, and follow-through skills with the ability to think on your feet
