Agentic Experience Designer

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A Brief Overview
We are building the next generation of how customers, clients, and colleagues interact with Safelite, with agentic AI creating new possibilities for how people access services, make decisions, and engage with us.

We are seeking an Agentic Experience Designer to define how intelligent experiences work across Safelite. You will design how people express intent, how agents interpret and respond to it, how experiences adapt to context, and how interaction moves across conversation, voice, interface, and human support.
Reporting to the Director of Product Design, you will work alongside product management and engineering on the teams building these experiences, shaping the product from early exploration through production and continuous improvement.

This is a hands-on individual contributor role for a designer who wants to define interaction models for an emerging class of products and establish what excellent agentic experience design looks like at Safelite.
What you will do

Design agentic experiences

• Design end-to-end experiences that allow customers, clients, and colleagues to express intent and interact naturally with intelligent systems.

• Define how experiences move across conversation, voice, visual interfaces, structured inputs, and system actions based on the needs of the interaction.

• Design how agents interpret intent, gather context, clarify ambiguity, make recommendations, confirm decisions, take action, and communicate outcomes.

• Account for the complexity of real interactions, including changing intent, incomplete information, interruption, correction, repeat engagement, and exceptions.

• Design beyond the interaction itself, connecting the agent experience to the underlying service, operational process, and outcome.

Design agency, control, and trust

• Establish clear interaction models for what an agent can understand, recommend, decide, and act on.

• Design appropriate levels of customer control based on context, confidence, consequence, and risk.

• Create experiences that communicate uncertainty and limitations clearly without placing the burden of navigating the system on the user.

• Design escalation and human intervention as part of the experience, preserving context and continuity across transitions.

• Integrate transparency, consent, and explainability into the experience in ways that support trust without introducing unnecessary friction.

Define interaction patterns for intelligent experiences

• Establish reusable patterns for agentic, conversational, adaptive, and multimodal experiences across Safelite.

• Explore new interaction models made possible by systems that can interpret context, generate responses, take action, and adapt over time.

• Partner with design system teams to integrate agentic patterns into Safelite’s broader experience system.

• Codify principles and patterns as the organization learns, creating a foundation that becomes stronger with each implementation.

AI-Enabled Experience Optimization

• Use AI-native tools to analyze customer interactions at scale, identify patterns, surface emerging issues, and uncover opportunities to improve agent behavior and experience quality.

• Move between patterns across thousands of interactions and individual conversations to understand where intent, agent behavior, and outcomes diverge.

• Use AI to form and investigate hypotheses, identify root causes, and determine where changes to the agent or experience can have the greatest impact.

• Combine conversation intelligence, behavioral data, research, and evaluation to develop a clear point of view on what should change and why.

• Partner with product and engineering to translate those insights into improvements, then evaluate how those changes perform in live interactions.

• Create a continuous feedback loop where AI helps us understand and improve the AI-enabled experiences we put into the world.

Performs other duties as assigned

Complies with all policies and standards

Qualifications

• Bachelor's Degree or equivalent work experience

• 4-6 years of product design, interaction design, UX design, conversation design, content design, or related experience.

REQUIRED SKILLS AND ABILITIES

• 5+ years of product design, interaction design, UX design, conversation design, content design, or related experience.
• Demonstrated experience designing conversational, AI-enabled, adaptive, or intelligent products that have been used in production.
• Strong interaction design capability across conversation, interface, information architecture, and complex service experiences.
• Strong content judgment and the ability to make sophisticated interactions clear, concise, and natural.
• Advanced fluency in Figma and experience contributing to scalable design systems.
• Demonstrated fluency using AI throughout the design process, including discovery, synthesis, exploration, prototyping, evaluation, and optimization.
• Experience using AI-native tools to analyze customer interactions, investigate agent performance, test hypotheses, and identify opportunities for improvement.
• Experience working with agent evaluation, simulation, experimentation, or observability tools to understand how intelligent experiences behave in production.
• Experience working in continuous discovery and delivery environments where evidence from live experiences informs what comes next.
• Comfort working directly with transcripts, behavioral data, analytics, research, and evaluation results.
• Strong partnership with product management and engineering, with experience jointly shaping product direction, interaction models, and outcomes.
• Ability to bring structure and design judgment to emerging problem spaces where established patterns may not yet exist.

PREFERRED QUALIFICATIONS

• Experience spanning interaction design and content or conversation design.

• Experience designing both customer-facing and colleague-facing AI experiences.

• Understanding of agentic systems, including models, context, retrieval, tool use, memory, orchestration, guardrails, and evaluation.

• Experience creating functional prototypes using AI-enabled development and prototyping tools.

• Experience with AI-native conversation intelligence, agent evaluation, simulation, or optimization tools.

• Experience designing voice and multimodal interactions.

• Experience designing accessible conversational, adaptive, or voice experiences.

CORE CAPABILITIES

• Agentic Interaction Design. Defines interaction models that connect intent, intelligence, interface, action, and outcome.

• Design for Uncertainty. Designs explicitly for probabilistic systems, variable confidence, ambiguity, and exceptions.

• Agency and Trust. Makes system capability, customer control, and consequential actions understandable and intentional.

• AI-Enabled Experience Optimization. Uses AI to understand interaction patterns at scale, identify opportunities, and continuously improve agent behavior and experience quality.

• Multimodal Design. Determines how conversation, voice, interface, and structured interaction work together as one experience.

• Systems Thinking. Establishes reusable principles and patterns that scale across products and use cases.

• Product Partnership. Shapes product direction alongside product management and engineering from problem definition through production.

• AI Fluency. Understands the capabilities and constraints of intelligent systems and uses AI directly across design, prototyping, evaluation, and optimization.

• Execution Discipline. Moves emerging concepts into production while maintaining experience quality and coherence.

TARGET EXPERIENCE

• We are looking for a designer who has worked at the intersection of interaction design and intelligent systems.

• You have designed and shipped conversational, AI-enabled, adaptive, or agentic experiences and learned from how they perform in the real world. You understand that agentic experience design extends beyond conversation. It requires designing the relationship between intent, context, intelligence, interface, action, control, and the service being delivered.

• You are comfortable working in environments where the system is probabilistic, the interface may adapt, and the appropriate interaction cannot always be represented as a predetermined flow.

• Experience with service journeys is particularly relevant. At Safelite, a digital interaction often initiates or influences something that ultimately happens in the physical world.

• Relevant experience may come from conversational AI, customer engagement platforms, applied AI teams, marketplaces, on-demand services, travel and hospitality, home services, modern automotive experiences, or other organizations building intelligent digital products.

What You Will Get:  

• Competitive weekly pay and bonus opportunities. 

• Total job benefits valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days. 

• Up to $5,250 in tuition reimbursement per year. 

• View all our health, wealth and life offerings at www.safelitebenefits.com 

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