Staff Product Designer, Client Experience

Conservice is a utility management company serving housing communities, commercial buildings, and property management firms. The Staff Product Designer will serve as the senior-most designer for the Client Experience portfolio, owning client-facing product design, information architecture, design systems, research, service design, accessibility, and AI-mediated experiences. This individual contributor will establish the internal design discipline, influence product strategy, and oversee contract design work.

Responsibilities:

• Which problems are worth designing, determined alongside product and engineering leadership while the roadmap is still being formed
• Input on how the design practice grows, including hiring and the shape of the roles that come after this one
• Clear, credible communication of design rationale and trade-offs to product, engineering, and executive stakeholders
• Continuous discovery with enterprise clients, and the conversion of what we hear into structural decisions
• The measures we agree on before we ship, and the post-launch evaluation that establishes whether the design worked
• Usability and concept testing as a standing habit rather than a phase at the end
• The IA of client-facing products: navigation, taxonomy, naming, and the mental model clients carry between them
• Maintenance and contributions to the design system, component library, semantic library, and adoption across teams
• Oversight of our contract design team’s output and adherence to system and design standards, for as long as we continue to engage contractors
• Design ops, documentation, library hygiene, handoff standards, and review processes
• The design quality bar across the department, including running design reviews and elevating design craft
• The AI design skill library (Figma, Claude) that puts our patterns, components, UX principles, and accessibility rules in a form AI tooling can consume
• Service blueprints across client-facing and backstage touchpoints, including the human service, communications, and training that sit alongside the product
• Identifying the cases where the correct fix is a service change rather than a screen
• Flows, wireframes, prototypes, and specifications
• AI-mediated experiences, including an AI data analyst, agentic workflows, and the human review and correction paths those require
• Accessibility standards appropriate for the product and users, held to WCAG 2.1 AA

Requirements:

• Eight or more years in product design, at least three of them designing products used and paid for by external business customers (B2B and/or B2B2C)
• Influence without full ownership. You have changed the direction of teams you were not embedded in, and you can tell us about a standard, a system, or a structural decision that others adopted
• Information architecture work at scale. You have restructured a large, complex information space
• Service design fluency. Blueprints, journey work across digital and human touchpoints, and at least one case where you changed the service rather than the interface alone
• Research and testing you run yourself. Planning, moderating, synthesis, and the discipline to get less wrong faster rather than more certain later
• Behavioral data in your practice. You can specify the instrumentation you used or need, explain what you learned, and describe changes you made because of it
• AI in the work, and in your practice. Experience designing for cases where a model does part of the user's job (or aptitude for thinking this way), and evidence of using AI tooling to move faster in synthesis, prototyping, and production
• Problem framing you can show. Complex domains and ambiguous problems, decomposed out loud, including at least one case where you influenced what a team was going to build rather than how it looked
• Working fluency in Figma, and comfort in a token-driven environment with shared components and design system governance
• Comfort operating as the sole in-house designer, setting direction and managing contractor output without a design manager above you
• experience as the most senior designer on a team with no design manager
• utilities, real estate, fintech, insurance, or another data-heavy regulated domain
• research and testing platforms such as Maze, Qualtrics, or Optimal Workshop
• product analytics and observability tooling (e.g., Heap, Amplitude, Datadog, Power BI)
• exposure to microfrontend architectures
• a background in HCI, human factors, psychology, research, or service design, whether by degree or experience
• A relevant degree (BA or higher)