Senior Product Designer, Customer Success

Senior Product Designer, Klaviyo Operations Engineering, Customer Success

Klaviyo is a technology company that combines customer data and marketing software. We help businesses of every size — from entrepreneurs to iconic brands — deliver amazing experiences across email and other owned channels. We thrive on solving challenging problems and our mission is to empower creators to own their destiny.

About the Team:

Our Product Design team is organized into a series of product pillars, where multiple teams contribute to the goals of a larger mission. This role sits within the Klaviyo Operations Engineering, an Infrastructure pillar which helps Klaviyo customers get access to the support materials, courses, and community they need to be successful utilizing Klaviyo to grow their business; as well as supporting internal Klaviyo teams to drive efficiency and impact in their daily efforts.

About the Role:

Please note that this is a hybrid role located in Boston and does require an onsite component. Fully remote candidates will not be considered at this time. Thousands of businesses rely on the Klaviyo platform to grow and segment their audience, to automate and build efficient, effective, and data-informed marketing messages to build personalized experiences for their customers. As a Senior Product Designer in Klaviyo Operations Engineering, Customer Success you will have the opportunity to build and fortify a delightful unified experience for our customers to access training and troubleshooting materials, access to support, ongoing learning, partners, and fellow Klaviyo users.

You will work closely with the dedicated team of Product Managers, Engineers, and Data Scientists to prototype new features and interactions for the content library. Your expertise will shape these experiences to be fast, intuitive, and inspirational, and you will conduct research to learn more about our customer needs.

How You’ll Have an Impact:

• Lead and execute key project and initiatives across multiple domains and teams across our customer success organization
• Advocate for delightful and impactful user experience across our customer’s journey to success.
• Take broad, conceptual ideas and turn them into useful and valuable outputs for our rapidly growing customer base.
• Collaborate with our design system team to establish new patterns of interaction, when necessary.
• Partner with Product Managers, Engineers, Researchers and Content Strategists to oversee new templates and our templates library.
• Help grow the product design/UX team by actively partaking in mentoring responsibilities and interviewing.
• Give, solicit, and take feedback from other designers, engineers, and product managers to continually raise our bar for quality.
• Understand and co-own the success metrics for owned product areas and projects to drive measurably impactful design solutions.

What You’ll Need:

• 5+ years of professional product design experience (UI, UX)
• A portfolio of projects supporting end-to-end product development cycle, from audience definition to product adoption and strategy
• A deep understanding of the end-to-end iterative UX process, Information architecture, visual design, including wire-framing, prototyping, user research, and design systems.
• Design experience across a variety of platforms (desktop, tablet, iOS, Android, etc.)
• Strong communication (written and verbal) and interpersonal collaboration skills
• Design planning and project scoping/estimation for individual efforts
• The ability to context switch and drive strategic vision across multiple connected initiatives.
• Individual drive for perpetual learning and development.
  
• Strong facilitation and presentation skills

Nice to Have:

• Experience with many flexible, modular design processes
• Front end development skills - HTML, CSS, Javascript, React
• Ability to adapt to new information and an openness to change conclusions when necessary; if one approach doesn’t work, you’re ready to try something else
• Experience designing with Figma
• Ability to mentor junior designers and to give creative direction to bring out their best work
• Experience developing or contributing to an actively evolving design system