Senior Product Designer, Voice
At Ada our mission is to make customer service extraordinary for everyone and our vision is a world where every customer interaction is resolved by AI. Ada is an AI-powered customer service automation platform that makes it easy for businesses to automatically resolve the greatest number of customer service conversations — across channels and languages - with the least amount of effort.
Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Wealthsimple, Canva, AirAsia, Yeti, and Square. Born in Toronto, Ada serves companies and their customers worldwide. For more information, visit www.ada.cx
We're looking for an experienced Senior Product Designer to join our design team at Ada. Reporting to the Director of Product Design, this is an opportunity to do highly impactful work on a visionary product and make key contributions to our design team and what our customers experience.
The Voice team plays a critical role in delivering our product strategy. You wouldn’t be alone in thinking that everyone just uses rich messaging apps these days, but in actuality 62% of inbound customer service interactions still happen over the phone, and the majority involve the familiar frustrating and ineffective tree-navigation headaches. This represents a massive opportunity for us. Our Voice product is poised to deliver the power of generative AI to this modality, improving our customers’ (and their customers’) lives, and driving not only our vision and north star, but expansion and top line revenue growth as well.
You’ll also join our product design team, a highly collaborative group that crafts simplified and intuitive solutions in a complex domain. Design is deeply important to our entire company, and we've had designers in key leadership roles, including at the executive level, from the very beginning. This has made design a core foundation of our company's DNA, and we're invested in making everything we produce meet those high standards of quality.
About You
- Solid experience with the entire product design process, from research and problem discovery through to detailed interaction and visual design
- Experience designing solutions that enable complex interactions and flows across multiple screens or touchpoints
- Familiarity working within and designing for systems, rather than isolated features
- An analytical and methodical approach to problem solving
- Strong communication and facilitation skills, and the ability to clearly express ideas, present your point of view, and give kind and direct feedback
- The desire to collaborate and prioritize building trusting relationships
- Comfort working towards measurable outcomes in a fast-paced and dynamic environment
- Ability and familiarity working within complex technical constraints
- Previous expertise with conversational or voice-based design will be considered an asset
- Experience working with AI or ML-based projects
Outcomes
- Own, along with your team, a large product area and translate vision, feedback, and ideas into high-quality product designs
- Collaborate closely with other designers, engineers, and product managers, as well as marketing, sales, and customer success team members
- Work with flexibility and autonomy to identify the most feasible design direction, process, and tools to use depending on project constraints and available data, while maintaining our standards of quality
- Design iteratively, from sketches to wireframes to high fidelity, to continually facilitate team alignment on design choices
- Make decisions with awareness of common practices like user research techniques, job stories, agile methodologies, content strategy, prototyping, and experimentation
- Regularly participate in or lead feedback and ideation sessions to continuously improve our design practices, frameworks, products, and company
- Have a focus on taking initiative, constantly learning, and working in a sustainable way
Benefits
- Competitive salary and generous stock option plan
- Unlimited vacation
- Wellness account
- Extended health coverage
- Dental/optical/travel insurance
- Life insurance
- Employee and family assistance plan
Perks
- Flexible work schedule
- Remote-first, In-person friendly work environment with WFH budget
- Paid parental leave for Canadian and U.S. residents
- Development opportunities
The expected salary range for this position is $105,000 to $165,000. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.-NS1
About Us
Ada is a rapidly growing company in a thriving AI ecosystem. We optimize our communication, collaboration, and work ethic for the digital world instead of in-person. We are building the workplace of the future to build the customer experience of the future. With flexible working hours, together we'll determine a schedule that fits your style and the requirements of your role. We are backed by world-class investors, including Spark, Accel, FirstMark, Bessemer Venture Partners, and Version One. We provide our employees with competitive compensation, great health benefits, and ownership in our company.
We believe that unchecked biases disproportionately impact the most marginalized people in society—including but not limited to BIPOC, LGBTQ2S+ people, immigrants, and people with disabilities. We strongly encourage applications from people with these identities or other marginalized communities, even if you don’t meet every qualification we listed, because members of marginalized communities are less likely to apply if they don’t meet every qualification. We believe that without you, we cannot progress. At Ada, we don’t stand for tokenism. We stand for representation.
Our values are our fundamental driving forces for decision-making. They are the heart of what we stand for and are critical to our next phase of growth. You can learn more about our values and Ada’s founding story on our Careers page.
Everyone has their own unique talents. Even if you don’t meet 100% of the above qualifications, tell us why you’d be a great fit for this role in your application.
