At Freshworks, diversity powers innovation because great ideas can and do come from everywhere. We encourage people from all backgrounds&mdash;particularly historically underrepresented and marginalized&mdash;to join us.
We strive for a workplace culture where everyone can bring their authentic selves to work, feel comfortable speaking out, take risks, and feel they&rsquo;re an integral part of the Freshworks team. It&rsquo;s simple: Happy, fulfilled employees do better, more innovative work.
Our employee resource groups (ERGs) help employees meet, learn, share their unique perspectives, and connect with mentors and opportunities.
Our current ERGs include Women360 and Prideworks, our global LGBTQIA+ group, with more to come as we continue to look for ways to support each other in our goals.

Freshworks

Freshworks has partnered with one of the leading childcare providers in India, offering services for children aged five months to 6 years in select cities like Chennai, Bangalore, Hyderabad, etc.

Freshworks Inc. (with its subsidiaries, &ldquo;Freshworks&rdquo;) is committed to providing a work environment free of harassment, ensuring all individuals are treated with respect and dignity. The Policy Against Sexual and Other Workplace Harassment prohibits any form of harassment based on various factors, such as race, color, creed, gender, gender identity or expression, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by federal, state, or local laws

Freshworks provides 26 weeks (182 days) of maternity leave and 84 days of adoption leave.

Freshworks has partnered with Practo, one of India&rsquo;s largest digital healthcare platforms, to provide all employees access to online doctor&rsquo;s consultations, appointment booking, online medicine delivery, and health check-ups.

Online Doctor’s Consultation

Role OverviewThe Director of AI User Experience will lead design for intelligent, human-centered experiences powered by the Freshworks AI platform. This critical role will shape how users interact with AI across our entire product portfolio—including customer service, IT, sales, and marketing—ensuring that machine learning, automation, and generative AI are seamlessly integrated into everyday workflows.This leader will own the UX strategy for both AI infrastructure (platform capabilities, APIs, tools) and product-specific AI use cases (chatbots, smart recommendations, generative assistance, predictive automation). The ideal candidate brings deep expertise in designing for complex, data-driven systems and a passion for making AI intuitive, trustworthy, and accessible to users of all skill levels.Roles &amp; ResponsibilitiesLead with Strategy &amp; Execution<ul><li>Define and execute a cohesive UX strategy for AI across the Freshworks platform and products.</li><li>Partner with Product and Engineering to embed scalable, user-centered design into foundational AI capabilities (e.g., model management, AI configuration, feedback loops).</li><li>Drive design quality and consistency across AI use cases in multiple products, from proactive suggestions in IT workflows to smart automations in customer support.</li><li>Ensure AI user experiences reflect responsible design principles, supporting transparency, fairness, and usability.</li></ul>Design for the AI Platform<ul><li>Shape end-to-end user experiences for platform-level AI tools, empowering internal teams and external customers to adopt and configure AI capabilities with confidence.</li><li>Translate complex AI concepts—like model training, feedback capture, and prompt engineering—into clear, usable interfaces.</li><li>Collaborate with product teams to ensure the underlying infrastructure supports frictionless, human-centered AI interaction across use cases.</li></ul>Advance Human-Centered AI Across Products<ul><li>Lead the design of product-level AI features that simplify tasks, surface insights, and enhance decision-making—whether in conversational interfaces, generative assistants, or predictive analytics.</li><li>Champion user control, explainability, and inclusivity across all AI-driven touchpoints.</li><li>Use rapid prototyping, testing, and iteration to refine how users perceive and interact with AI.</li></ul>Collaborate Across the Business<ul><li>Build strong partnerships with Product, Engineering, Data Science, and fellow UX leaders across the company.</li><li>Align AI UX design with business strategy and user needs across diverse product teams.</li><li>Act as a thought partner in roadmap planning, capability prioritization, and cross-functional decision-making for AI investments.</li></ul>Grow and Empower a Specialized Team<ul><li>Lead a team of designers and researchers focused on AI experiences across Freshworks’ platform and products.</li><li>Foster a team culture that embraces complexity, values experimentation, and centers the user in every AI interaction.</li><li>Coach and mentor team members to deepen their skills in AI literacy, systems thinking, and ethical design.</li></ul>Deliver with Quality and Impact<ul><li>Ship intelligent features and platform experiences that increase customer trust, adoption, and efficiency.</li><li>Define and monitor UX success metrics specific to AI, such as perceived value, model comprehension, intervention rates, and satisfaction.</li><li>Create scalable patterns, frameworks, and guidelines that enable consistency and speed in AI UX development across Freshworks.</li></ul>

<ul><li>Experience: 12-15 years of experience in product design, with at least 2 years in a senior leadership role (e.g., Design Manager, Head of Design, Director).</li><li>AI/ML Product Experience: A mandatory requirement. Your portfolio must showcase significant leadership and hands-on experience in designing, shipping, and iterating on AI-powered products (e.g., leveraging LLMs, generative AI, conversational AI, or predictive modeling).</li><li>Leadership: Proven success in building and leading design teams in a fast-paced, innovative environment.</li><li>Strategic Acumen: Demonstrated ability to think strategically, connect design decisions to business impact, and influence the direction of an entire product organization.</li><li>Technical Fluency: A strong understanding of the fundamentals of AI/ML, including its possibilities and limitations, enabling credible partnership with engineering and data science teams.</li><li>Education: Bachelor’s or Master’s degree in Design, HCI, Cognitive Science, Computer Science, or a related field.</li></ul>

<div sr-tagline=""></div>At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.

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