UX Designer - Agentic Service Design

📍 Job Overview

Job Title: UX Designer - Agentic Service Design

Company: ING

Location: Istanbul, Türkiye (VADI ISTANBUL PARK)

Job Type: Full time

Category: User Experience (UX) Design / Service Design

Date Posted: 2026-07-28

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Design innovative user experiences for human-AI collaboration within critical financial workflows, focusing on transparency, explainability, and user control.

• Develop interaction patterns and communication models for AI agents, ensuring trust and accountability.

• Translate complex operational and regulatory requirements into intuitive and effective user interfaces.

• Contribute to the development of reusable UX principles and standards for agentic AI systems.

• Collaborate within product teams, blending strategic thinking with hands-on execution for AI-driven data analytics products.

📝 Enhancement Note: This role is unique in its focus on "Agentic Service Design," emphasizing the collaborative aspect between humans and AI agents, rather than just AI automation. The core responsibility is to design the experience of this collaboration, which requires a deep understanding of both user needs and AI capabilities within a regulated financial environment. This positions the role at the intersection of UX Design, Service Design, and AI Ethics/Trust.

📈 Primary Responsibilities

• Design and articulate human-agent collaboration models for complex financial processes such as onboarding and Client Due Diligence.

• Create intuitive interaction patterns that foster transparency, enable explainability, and provide users with effective control over AI agent actions.

• Define clear communication strategies for AI agents to convey confidence levels, uncertainties, and actionable recommendations to human users.

• Design seamless review, escalation, and intervention experiences to manage exceptions and critical decision-making scenarios.

• Translate intricate operational procedures and stringent regulatory compliance requirements into user-friendly and efficient digital experiences.

• Build, test, and validate prototypes to explore and refine novel forms of human-AI collaboration.

• Contribute to the establishment and maintenance of a library of reusable Agentic UX principles, standards, and best practices.

• Work closely with Service Designers and UX Researchers to shape future workflows that integrate human expertise with advanced AI systems.

• Actively participate in product teams, collaborating with engineers, data scientists, Product Managers, and business stakeholders to drive experimentation and delivery.

📝 Enhancement Note: The responsibilities highlight a proactive and strategic approach to designing for emerging AI technologies. The emphasis on "defining how AI agents communicate confidence, uncertainty, and recommendations" and designing "review, escalation and intervention experiences" points to a need for a designer who can anticipate and mitigate risks associated with AI decision-making in a high-stakes environment.

🎓 Skills & Qualifications

Education: Bachelor's or Master's degree in Human-Computer Interaction (HCI), UX Design, Service Design, Interaction Design, Cognitive Psychology, or a related field.

Experience: 5-10 years of progressive experience in UX Design, Service Design, or Interaction Design, with a significant portion focused on complex systems and digital products.

Required Skills:

• Proven expertise in designing for complex systems and workflows, moving beyond screen-level design to consider the entire user journey and system interactions.

• Strong capabilities in prototyping and user experience (UX) design, with a portfolio demonstrating impactful solutions.

• Experience in defining and applying interaction patterns that enhance transparency, explainability, and user control in digital products.

• Demonstrated ability to think critically about how trust is built and maintained through product experiences, especially in AI-driven contexts.

• Skill in translating highly complex operational and regulatory requirements into intuitive and actionable user experiences.

• Experience in cross-functional collaboration, effectively influencing decisions across Product, Engineering, Data Science, and business stakeholders.

• Proficiency in user research methodologies to understand user needs and validate design solutions.

• Familiarity with AI concepts, particularly in the context of human-AI collaboration and agentic systems. Preferred Skills:

• Experience in Service Design, with a holistic approach to designing end-to-end services and customer journeys.

• Background in financial services, particularly in areas like onboarding, fraud detection, or financial crime compliance.

• Familiarity with AI ethics, trust, and safety considerations in product design.

• Experience with designing for data analytics products and platforms.

• Knowledge of PACE methodology or similar innovation frameworks.

• Experience contributing to and maintaining design systems or UX principles libraries.

📝 Enhancement Note: The experience level (5-10 years) suggests a need for a candidate who can operate independently, mentor junior team members, and contribute strategically. The emphasis on "systems thinking" and "product and organizational judgment" indicates a preference for candidates who understand the broader business context and can design solutions that align with organizational goals, not just user interface aesthetics.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 comprehensive case studies detailing the design process for complex digital products or services, ideally involving data, AI, or regulated workflows.

• Clearly articulate the problem statement, your role and contributions, the design process followed, key decisions made, and the final outcome.

• Demonstrate a strong emphasis on systems thinking, illustrating how your designs integrate with broader systems and workflows.

• Include examples of how you translated complex requirements (operational, regulatory, or technical) into intuitive user experiences.

• Present evidence of user research, prototyping, and validation methods used to inform and refine designs.

• Highlight designs that focus on transparency, explainability, or user control, particularly if they involve AI or automated decision-making.