Head of Design Unified Service Platform
Summary
Lead a team of designers to shape Gusto’s AI-native Unified Service Platform, setting design standards and guiding AI-human handoffs for complex service experiences.
You lead, coach, and grow a team of product and conversation designers responsible for Gusto's Unified Service Platform. You set design direction and quality, remain hands-on with complex work, guide AI-native service design, partner with product and engineering leaders, and shape customer and expert service experiences.
Responsibilities
- Lead, coach, and grow a team of three designers
- Own designer development, careers, performance, and craft growth
- Set design vision and quality standards across the Unified Service Platform
- Prototype and design complex flows and quartet-level artifacts
- Represent Design on the Unified Service Platform quartet
- Co-lead product direction with Product, Engineering, and Data leaders
- Author strategy and points of view in ambiguous spaces
- Define standards for trust, uncertainty, graceful failure, and AI-human handoffs
- Guide journey mapping, blueprinting, and operational handoffs
- Champion AI-native design practices
- Partner on hiring and team building
Requirements
- Experience managing and growing product designers
- Team leadership
- Design direction
- Design quality
- Product design
- Conversation design
- AI-mediated production experiences
- Service design
- Journey mapping
- Blueprinting
- Operational handoffs
- AI-native tools
- Claude Code
- Cursor
- 12+ years of design experience
- 5+ years managing designers
- B2B SaaS
Benefits
- Equity-based compensation