Product Designer, Unified Service Platform

📍 Job Overview

Job Title: Product Designer, Unified Service Platform Company: Gusto, Inc. Location: Denver, CO; San Francisco, CA; New York, NY; Atlanta, GA; Austin, TX; Chicago, IL; Los Angeles, CA; Seattle, WA; Toronto, Ontario, CAN - Remote Job Type: Full-Time Category: Product Design / Operations Technology Enablement Date Posted: 2025-07-25T16:46:59 Experience Level: 5-7+ Years Remote Status: Hybrid (2-3 days in office for specified locations)

🚀 Role Summary

• Design, develop, and iterate on intuitive and scalable customer support experiences, focusing on AI-driven personalization and efficiency within the Unified Service Platform.
• Collaborate cross-functionally with Product Management, Engineering, Data Science, and Operations teams to define and deliver impactful customer-facing tools and systems.
• Champion user-centered design methodologies, leveraging research, usability testing, and data insights to inform design decisions and drive continuous improvement in customer support journeys.
• Contribute to the strategic roadmap of the Unified Service Platform by identifying and prioritizing high-impact design opportunities that enhance customer satisfaction and operational effectiveness.

📝 Enhancement Note: While the title is "Product Designer," the focus on "Unified Service Platform," "customer support experiences," and collaboration with "operations" indicates a strong connection to operational efficiency and customer support systems. This role will likely involve designing internal tools and customer-facing interfaces that streamline support processes and leverage AI to improve outcomes, making it highly relevant to operations professionals interested in the technology that powers customer success and support functions.

📈 Primary Responsibilities

• Craft seamless and empathetic end-to-end customer support journeys across multiple channels, integrating AI to enhance personalization and efficiency.
• Translate complex user needs and business requirements into intuitive, scalable design solutions for self-service portals, agent tools, and AI-powered interactions.
• Conduct user research, usability testing, and data analysis to identify pain points, validate design hypotheses, and inform iterative improvements to the platform.
• Collaborate closely with engineering teams to ensure design feasibility and successful implementation of user interfaces and interactive elements.
• Partner with Data Science and Customer Experience teams to align on insights, define KPIs, and measure the impact of design initiatives on customer satisfaction and operational metrics.
• Champion best practices in service design, accessibility, and inclusive design principles throughout the product development lifecycle.
• Mentor and provide design guidance to junior designers, fostering a culture of design excellence and continuous learning within the team.

📝 Enhancement Note: The emphasis on "customer support experiences," "AI-powered products," and collaboration with "operations" suggests a role that bridges product design with operational efficiency. The responsibilities highlight a need for understanding how design impacts customer satisfaction, agent productivity, and the overall effectiveness of support operations.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Computer Science, or a related field, or equivalent practical experience. Experience: 5–7+ years of progressive experience in full-stack product design, with a significant focus on customer-facing experiences, support journeys, or AI-powered products.

Required Skills:

• Full-Stack Product Design: Proven ability to manage the entire design process from concept to execution, including user research, wireframing, prototyping, and high-fidelity visual design.
• User-Centered Design (UCD) & Design Thinking: Deep understanding and practical application of UCD principles and design thinking methodologies to solve complex user problems.
• AI Integration & Product Design: Experience designing for AI-powered features and interfaces, understanding how to integrate AI seamlessly into user workflows to enhance experience and efficiency.
• Cross-Functional Collaboration: Exceptional communication and interpersonal skills, with a demonstrated ability to collaborate effectively with Product Managers, Engineers, Data Scientists, and Operations stakeholders.
• Research & Insights Translation: Ability to conduct user research, usability testing, and analyze data to derive actionable insights and translate them into thoughtful, user-centric design solutions.
• Service Design Principles: Familiarity with service design principles and methodologies for mapping and optimizing customer journeys and support interactions.
• Mentoring & Leadership: Experience in mentoring junior designers and influencing design direction within a team.

Preferred Skills:

• Complex Systems Design: Experience designing for intricate, interconnected customer systems and multi-channel support workflows.
• HR, Payroll, Fintech, or AI Industry Experience: Prior exposure to these industries can provide valuable context for Gusto's product ecosystem.
• Prototyping & Iteration: Proficiency with prototyping tools (e.g., Figma, Sketch, Adobe XD) and a strong iterative design process.
• Data Visualization & Analytics: Ability to work with data and present findings clearly, potentially through dashboards or reports, to support design decisions.

📝 Enhancement Note: The requirement for 5-7+ years of experience and the mention of mentoring suggest this is a mid-to-senior level individual contributor role with potential for leadership influence. The emphasis on "AI-powered products" and "support journeys" signals a need for designers who can think strategically about how technology can improve operational efficiency and customer outcomes.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 3-5 comprehensive case studies demonstrating end-to-end product design process for complex customer-facing applications, preferably including support, service, or AI-driven features.
• Problem Definition & User Research: Clearly articulate the problem statement, user research methodologies employed, and how insights informed design decisions.
• Design Process & Iteration: Detail the design process, including wireframes, user flows, interactive prototypes, and high-fidelity mockups, highlighting iterative improvements based on feedback.
• Impact & Metrics: Quantify the impact of design solutions using relevant metrics (e.g., improved customer satisfaction scores, reduced support ticket volume, increased self-service adoption, enhanced agent efficiency).
• AI/Complex System Focus: Include at least one project that specifically addresses AI integration or the design of complex, interconnected systems.

Process Documentation:

• Demonstrate a systematic approach to design, including user journey mapping, workflow analysis, and the creation of design systems or style guides for consistency.
• Evidence of collaboration with cross-functional teams (engineering, product, operations) in the design and implementation phases.
• Showcase how data and user feedback were used to iterate on designs and drive product improvements.

📝 Enhancement Note: A strong portfolio is crucial for this role, especially one that highlights experience with complex systems and AI. Candidates should be prepared to walk through their process, explain their rationale, and demonstrate how their designs led to measurable improvements, aligning with operational excellence and customer support objectives.

💵 Compensation & Benefits

Salary Range:

• Denver, CO & most remote locations: $146,000 - $183,000 per year
• San Francisco, CA; Seattle, WA; New York, NY: $177,000 - $222,000 per year

Benefits:

• Health Insurance: Comprehensive medical, dental, and vision coverage.
• 401(k): Retirement savings plan.
• Equity Compensation: Stock options or grants, providing ownership in Gusto.
• Paid Time Off: Generous vacation, sick leave, and holidays.
• Professional Development: Opportunities for learning, training, and attending industry conferences.
• Wellness Programs: Support for employee well-being.

Working Hours: Standard full-time hours, approximately 40 hours per week, with flexibility expected for project deadlines and cross-functional collaboration.

📝 Enhancement Note: The salary ranges provided are competitive for a Staff Product Designer role in these major tech hubs and remote locations. The inclusion of equity compensation is a significant benefit for employees seeking long-term financial growth. The hybrid work model (2-3 days in office) is standard for many tech companies in these locations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Human Resources Technology (HR Tech), Payroll Services, Small Business Software, Fintech. Gusto operates in a dynamic market serving small and medium-sized businesses (SMBs) with essential HR, payroll, and benefits solutions. Company Size: Gusto is a growing company, serving over 400,000 businesses. This indicates a mid-to-large size company dynamic, offering opportunities for impact while maintaining a culture that values agility and innovation. Founded: Gusto was founded in 2011, highlighting its established presence and growth trajectory in the HR tech space.

Team Structure:

• The Unified Service Platform team is part of Gusto's broader Customer Experience (CX) and product organization.
• Designers typically report into a Design Lead or Director of Product Design.
• This role involves close collaboration with Product Managers, Engineering Leads, Data Scientists, UX Researchers, and Customer Operations specialists.

Methodology:

• User-Centric Development: Gusto emphasizes understanding and serving the needs of small businesses through user research and data-driven insights.
• Agile & Iterative Design: The company likely employs agile methodologies, allowing for rapid iteration and continuous improvement based on user feedback and market changes.
• Data-Informed Decision Making: Design decisions are informed by product analytics, customer feedback, and A/B testing to ensure effectiveness and impact.

Company Website: https://gusto.com/

📝 Enhancement Note: Gusto's mission to empower small businesses creates a purpose-driven environment. The company's growth suggests opportunities for career advancement and exposure to scaling operational processes. The collaborative nature of the teams indicates a need for strong communication and teamwork skills.

📈 Career & Growth Analysis

Operations Career Level: This is a Staff Product Designer role, indicating a senior individual contributor position. It implies a high level of autonomy, strategic input, and the ability to influence product direction. Designers at this level are expected to tackle complex problems and mentor others. Reporting Structure: The Product Designer will likely report to a Design Manager or Director of Product Design. They will work closely with Product Managers and Engineering Leads on specific product initiatives within the Unified Service Platform. Operations Impact: This role has a direct impact on the efficiency and effectiveness of Gusto's customer support operations. By designing intuitive tools and AI-powered features, the designer will help reduce friction for customers, improve support agent productivity, and contribute to overall customer satisfaction and retention, which are key operational metrics.

Growth Opportunities:

• Leadership & Mentorship: Opportunity to mentor junior designers and lead design initiatives for significant product areas.
• Strategic Influence: Contribute to product strategy and roadmap planning, shaping the future of Gusto's customer support experience.
• Specialization: Deepen expertise in AI-driven design, service design, or complex system design within the HR tech domain.
• Career Advancement: Potential to move into Principal Designer, Design Lead, or management roles within Gusto's design organization.

📝 Enhancement Note: This role offers a valuable opportunity for a designer to grow their skills in a rapidly evolving area of customer support and AI. The senior level provides a platform for significant impact and career progression within a respected tech company.

🌐 Work Environment

Office Type: Gusto has physical office spaces in Denver, San Francisco, and New York. Employees in these locations are expected to work from the office 2-3 days per week. Office Location(s): The primary office locations are Denver, CO; San Francisco, CA; and New York, NY. Remote work is an option for certain locations, including Toronto, ON, CAN. Workspace Context:

• Collaborative Spaces: Offices are designed to foster collaboration, with meeting rooms, common areas, and potentially open-plan workspaces.
• Technology & Tools: Access to standard office technology, high-speed internet, and design software/hardware necessary for the role.
• Team Interaction: Opportunities for in-person collaboration with design, product, engineering, and operations teams on designated office days.

Work Schedule: Standard business hours, with flexibility to accommodate project needs and cross-functional team schedules. The hybrid model requires presence in the office on specific days, balancing remote flexibility with in-person collaboration.

📝 Enhancement Note: The hybrid work model reflects a modern approach to work, balancing the benefits of in-person collaboration with the flexibility of remote work. This setup is common in tech hubs and can foster stronger team cohesion and knowledge sharing.

📄 Application & Portfolio Review Process

Interview Process:

• Application Submission: Submit resume and a link to your portfolio.
• Recruiter Screen: Initial conversation to assess fit, experience, and understanding of the role.
• Hiring Manager/Design Lead Interview: Deeper dive into experience, design philosophy, and past projects. Expect discussions on how you approach complex problems and collaborate.
• Portfolio Presentation: A dedicated session where you present 1-2 key case studies, detailing your process, challenges, solutions, and impact. Be prepared to discuss your role in each project and answer in-depth questions.
• Cross-Functional Interviews: Interviews with Product Managers, Engineers, and potentially Operations stakeholders to assess collaboration skills and understanding of business/technical constraints.
• Design Exercise/Take-Home Challenge (Potential): May involve a design problem related to the Unified Service Platform or customer support.
• Final Interview: May involve senior leadership or a broader team discussion to ensure cultural fit and strategic alignment.

Portfolio Review Tips:

• Storytelling: Structure your case studies as compelling narratives, clearly outlining the problem, your process, your contributions, and the outcomes.
• Focus on Impact: Quantify the success of your designs with data and metrics wherever possible. Highlight how your work solved user problems and met business objectives.
• Process Transparency: Clearly explain your design decisions, the rationale behind them, and how you iterated based on feedback and research.
• Highlight Collaboration: Showcase how you worked with different teams, managed feedback, and navigated cross-functional challenges.
• AI & Complexity: Ensure at least one case study demonstrates your ability to design for AI or complex, interconnected systems.

Challenge Preparation:

• Understand Gusto's Business: Research Gusto's products, target audience (small businesses), and mission.
• Customer Support Context: Familiarize yourself with common challenges in customer support, the role of AI in support, and service design principles.
• AI Design Best Practices: Review current trends and best practices for designing AI-powered user experiences.
• Prepare Questions: Have thoughtful questions ready for each interviewer to demonstrate engagement and initiative.

📝 Enhancement Note: The interview process is designed to thoroughly assess a candidate's design skills, strategic thinking, collaboration abilities, and cultural fit. A strong portfolio that clearly articulates process and impact is paramount, especially for a senior role focused on critical product areas like customer support.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (highly likely), Sketch, Adobe Creative Suite (Illustrator, Photoshop), InVision, Principle.
• Collaboration & Project Management: Jira, Confluence, Asana, Trello, Slack.
• User Research: UserTesting.com, Lookback, Maze, Google Forms/Surveys.

Analytics & Reporting:

• Product Analytics: Google Analytics, Mixpanel, Amplitude, Pendo.
• Data Visualization: Tableau, Looker, Power BI (depending on team structure and data access).

CRM & Automation:

• CRM: Salesforce (likely used internally for customer data and support management, though not directly designed by this role, understanding its principles is beneficial).
• Support Platforms: Zendesk, Intercom (understanding these platforms' design considerations is valuable).

📝 Enhancement Note: Proficiency in modern design and prototyping tools like Figma is expected. Familiarity with the broader tech stack used in product development and customer operations (analytics, project management, CRM, support platforms) will be advantageous for seamless collaboration.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and serving the needs of small businesses, ensuring their success through intuitive and reliable products.
• Data-Driven: Decisions are informed by data, research, and user insights, fostering a culture of continuous learning and improvement.
• Collaboration & Transparency: Open communication and strong partnerships across product, engineering, data, and operations teams are essential.
• Innovation & Agility: Embracing new ideas, experimenting with new technologies (like AI), and adapting quickly to market changes.
• Ownership & Accountability: Taking responsibility for projects and outcomes, driving initiatives to completion with a focus on impact.

Collaboration Style:

• Cross-Functional Partnership: Designers work closely with PMs to define strategy, with engineers to build solutions, and with operations/cx teams to gather insights and ensure real-world usability.
• Iterative Feedback Loops: Regular design reviews, critiques, and feedback sessions are integral to the design process.
• Knowledge Sharing: Encouraging the sharing of best practices, learnings, and design patterns across teams to elevate the overall quality of work.

📝 Enhancement Note: Gusto's culture emphasizes a blend of user advocacy, data-driven decision-making, and strong collaboration. Designers are expected to be proactive, communicative, and committed to delivering high-quality, impactful solutions that benefit both customers and the business operations.

⚡ Challenges & Growth Opportunities

Challenges:

• Designing for AI Complexity: Effectively translating the capabilities of AI into intuitive and trustworthy user experiences for both customers and internal support teams.
• Balancing User Needs & Business Goals: Ensuring designs meet diverse user needs while aligning with Gusto's strategic objectives and operational constraints.
• Cross-Functional Alignment: Navigating differing priorities and perspectives among various departments (Product, Engineering, Ops, Data Science) to achieve consensus on design direction.
• Scalability: Designing solutions that can effectively scale with Gusto's growing customer base and evolving product offerings.

Learning & Development Opportunities:

• AI & Machine Learning Design: Gaining hands-on experience designing with cutting-edge AI technologies in a real-world application.
• Service Design Mastery: Deepening expertise in mapping and optimizing complex customer journeys and support ecosystems.
• Industry Knowledge: Gaining insights into the HR Tech, Payroll, and Fintech industries, understanding the unique needs of small businesses.
• Leadership Skills: Developing mentorship capabilities and influencing product strategy at a senior level.

📝 Enhancement Note: This role presents significant opportunities to tackle challenging design problems at the intersection of AI, customer support, and operational efficiency. The growth potential is substantial for designers looking to make a tangible impact and advance their careers in a forward-thinking company.

💡 Interview Preparation

Strategy Questions:

• "Tell me about a time you designed a complex, interconnected system. What were the challenges, and how did you approach them?"
  • Preparation: Focus on a case study that demonstrates your ability to manage complexity, consider various user touchpoints, and maintain consistency across a system. Highlight your process for mapping user flows and identifying dependencies.
• "How do you approach designing AI-powered features to ensure they are intuitive and add real value for users?"
  • Preparation: Discuss your philosophy on AI integration, emphasizing transparency, user control, and clear communication of AI capabilities. Provide examples of how you've designed for AI or similar intelligent systems.
• "Describe a situation where you had to collaborate closely with operations or customer support teams. How did you ensure their needs were met in your design?"
  • Preparation: Prepare a story that highlights your ability to understand operational workflows, gather requirements from non-design stakeholders, and translate those into effective design solutions that improve efficiency or user experience for those teams.

Company & Culture Questions:

• "How do Gusto's values (e.g., customer focus, data-driven, collaboration) resonate with your own work style and design philosophy?"
  • Preparation: Research Gusto's values thoroughly and think about specific examples from your past work that demonstrate alignment with these principles.
• "How do you stay updated on advancements in AI and design trends, and how do you incorporate them into your work?"
  • Preparation: Be ready to discuss your methods for continuous learning, including industry publications, conferences, courses, and experimental projects.

Portfolio Presentation Strategy:

• Tell a Story: Frame each case study as a narrative with a clear beginning (problem), middle (process/solution), and end (impact).
• Show, Don't Just Tell: Use visuals (wireframes, mockups, prototypes) to illustrate your design process and final outcomes.
• Highlight Your Role: Clearly articulate your specific contributions, especially in collaborative projects.
• Quantify Impact: Be prepared to discuss the metrics and results your designs achieved. If direct metrics are unavailable, discuss anticipated impact or learnings.
• Be Ready for Deep Dives: Anticipate questions about your decision-making process, trade-offs you made, and how you handled challenges or feedback.

📝 Enhancement Note: Preparing specific examples that showcase your experience with complex systems, AI, and cross-functional collaboration will be key. Demonstrating a clear, data-informed design process and an understanding of Gusto's business context will set you apart.

📌 Application Steps

To apply for this Product Designer position:

• Submit your resume and a link to your online portfolio through the Gusto careers portal.
• Portfolio Customization: Ensure your portfolio prominently features case studies relevant to customer-facing platforms, support experiences, or AI-driven features, clearly detailing your process and impact.
• Resume Optimization: Tailor your resume to highlight your years of relevant experience, specific skills (Product Design, UCD, AI, collaboration), and achievements that align with the job description's requirements.
• Interview Preparation: Practice articulating your design process and key project outcomes, focusing on how you solve problems and collaborate with cross-functional teams. Prepare to present 1-2 strong case studies in detail.
• Company Research: Thoroughly research Gusto's mission, products, values, and recent news to demonstrate your understanding and enthusiasm for the company and its impact on small businesses. Understand their approach to customer support and technology.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions to provide a comprehensive view of the role. All details, especially regarding specific team dynamics, tools, and day-to-day responsibilities, should be verified directly with the hiring organization during the interview process.