ROLE OVERVIEW
The Sr. CX Designer, AI & Digital Experiences is a hands-on design and execution role within Actian’s Customer Experience team. Reporting to the VP of Customer Experience, this individual is responsible for designing and delivering measurable improvements to the end-to-end customer experience across Actian.
This is a CX-layer role focused on the holistic experience of being an Actian customer: how customers discover, evaluate, onboard, get support, and grow with Actian across a diverse and evolving product ecosystem. The ideal candidate brings design thinking rigor, AI fluency, and a bias toward executable deliverables with demonstrated impact.
Actian’s portfolio spans classic databases, agentic AI solutions and modern SaaS products, which creates both complexity and opportunity. This role will help customers navigate that ecosystem more intuitively by designing cohesive, AI-powered digital experiences that reduce friction and accelerate time-to-value.
RESPONSIBILITIES
- Design and prototype AI-powered customer experience touchpoints, including agentic workflows, intelligent chatbots, and AI-assisted self-service interactions across the customer lifecycle
- Identify opportunities to embed AI into key customer journey moments to reduce friction, improve discoverability, and increase customer self-sufficiency
- Collaborate with marketing, sales, product, engineering and customer success teams to translate AI capabilities into intuitive, customer-centered experience concepts
- Map and analyze the full customer journey across Actian’s digital ecosystem including web, community, support, onboarding, and self-service channels to identify gaps and prioritize high-impact improvements
- Design connected, cohesive digital experiences that help customers more easily find what they need and derive value faster
- Champion a consistent experience layer across Actian’s diverse product portfolio, ensuring customers have a unified sense of engagement regardless of which product they interact with
- Design self-service and digital-first customer experiences that support Actian’s product-led growth motion, including trial activation, onboarding flows, and in-journey guidance
- Partner with the CX strategy team to shape experience concepts for new product launches and emerging go-to-market approaches
- Identify where customers get stuck or drop off in self-service flows and design interventions that improve conversion and retention
- Develop high-quality CX design artifacts including journey maps, service blueprints, experience briefs, wireframes, conceptual prototypes, and storyboards that translate strategy into actionable direction for cross-functional teams
- Plan and facilitate design thinking workshops with stakeholders from Product, Marketing, Customer Success, Sales, and IT to surface insights and co-create experience solutions
- Translate customer research, behavioral data, and competitive benchmarks into prioritized, actionable experience improvements
- Define clear success metrics for each CX initiative and track improvements against key experience indicators such as self-service resolution rates, time-to-value, customer satisfaction, and digital engagement
- Build a track record of demonstrated CX impact connecting design decisions to measurable business and customer outcomes
- Present findings, designs, and results clearly to senior leadership, making the business case for CX investments
SKILLS & EXPERTISE
- 5–7+ years in customer experience design, experience strategy, service design, or a closely related discipline within SaaS, enterprise software, or digital consulting
- Demonstrated command of design thinking frameworks including journey mapping, service blueprinting, persona development, and Jobs-to-be-Done with evidence of real-world impact
- Hands-on experience designing or conceptualizing AI-powered experiences, including chatbot or virtual assistant flows, agentic interactions, or AI-assisted self-service
- Active, demonstrated use of AI tools in your day-to-day design and strategy work including AI platforms (e.g., Claude, ChatGPT, Gemini), AI-assisted design tools (e.g., Figma Make), and AI-integrated research, synthesis, or prototyping workflows; ability to speak concretely to how AI has changed how you work
- Understanding of product-led growth principles and experience designing self-service or trial/freemium customer journeys
- Strong visual communication and prototyping skills; ability to produce wireframes, mockups, storyboards, and flow diagrams that cross-functional teams can act on
- Proven ability to connect design work to measurable outcomes and present impact clearly to executive stakeholders
- Skilled facilitator; comfortable planning and running design thinking workshops with diverse, senior stakeholders
- Excellent written and verbal communication skills with strong executive presence
PREFERRED QUALIFICATIONS
- Background in experience strategy, UX strategy, or CX consulting for enterprise SaaS or technology companies
- Familiarity with data management, analytics, or cloud data platforms
- Experience improving digital experiences across multi-product or mixed-maturity technology ecosystems
- Proficiency with Miro, Figma, Sketch, JIRA, Confluence, or similar collaboration and design tools
- Familiarity with AI/ML capabilities and how to design human-centered experiences that leverage them effectively