Principal Product Designer - Agentic AI Lisboa

Principal Product Designer - Agentic AI
Lisboa
Lisboa, Lisboa, Portugal

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Principal Product Designer

Job Description

We’re looking for a Principal Product Designer in Lisbon, Portugal, to drive product innovation and excellence for Zendesk Copilot, one of our AI focused experiences. In this role, you will shape the direction of complex,
- impact design initiatives and influence product development at the organizational level. You'll partner closely with
- functional leadership to align design strategy with business goals, all while championing
- centered, inclusive design practices.

This is an opportunity for a systems thinker and craftsperson who thrives on solving complex problems, mentoring other designers, and driving strategic outcomes. You’ll be part of a collaborative design organization that values curiosity, clarity, and courage—and where your work will have a measurable impact on the lives of customers and the business alike.

What You'll Do

Strategic Design Leadership

• Drive the design vision and strategy across a product area, aligning with company goals and
  - term roadmaps.
• Shape
  -
  - end product experiences that solve real user problems, deliver business value, and differentiate us in the market.
• Partner with senior leaders across Product, Engineering, and Research to drive
  - centric
  - making at scale.
• Conduct competitive analysis and identify emerging trends to keep the organization ahead of market shifts.

Impact & Influence

• Lead large, complex initiatives that impact multiple teams, navigating ambiguity to drive clarity and alignment.
• Actively contribute to key product planning and prioritization conversations, connecting design insights to product outcomes.
• Translate complex design concepts into language that resonates with senior stakeholders and influences company direction.

Design Excellence

• Set the bar for quality, craft, and inclusive design practices across the product design organization.
• Apply deep expertise in interaction and systems design to deliver thoughtful, scalable solutions.
• Leverage research and data to inform, validate, and evolve design decisions throughout the product development cycle.
  

Mentorship & Community

• Mentor and coach designers across teams, helping them grow in craft, confidence, and impact.
• Serve as a thought leader within the design organization and broader company, sharing knowledge and elevating our design practice.
• Model inclusive leadership and actively integrate
  - centered design principles into everyday work.
  

Who You Are

• A seasoned product designer with deep experience in enterprise,
  - facing, or related software and a proven track record of shipping complex products at scale.
• A strategic thinker who can zoom in and out—from
  - level vision to precise interaction details—based on what’s needed.
• A skilled communicator with the ability to influence, align, and build trust with
  - functional stakeholders at all levels.
• A
  - level designer who thrives in complexity, designs for scale, and understands how to connect product systems to human needs.
• An advocate for inclusive, accessible design who actively works to embed equity into process, product, and team culture.
• Proficient in
  - centered design methods such as journey mapping, JTBD, prototyping, and design critiques.
• Passionate about growing others—whether through mentorship, coaching, or
  - building within the design org.
  

Preferred Qualifications

• Extensive product design experience, with a portfolio that showcases your ability to make emerging technologies usable, trusted, and
  - centered.
• Experience designing for complex workflows,
  - scale products, or systems thinking at scale.
• Familiarity with design systems, component architecture, and designing for accessibility standards.
• Bonus: Experience designing customer service platforms or productivity tools for customer support agents

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific
- office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any
- employment testing, or otherwise participate in the employee selection process, please send an
- mail to peopleandplaces@zendesk.com with your specific accommodation request.

About Us

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.

Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

More meaningful moments. Fewer Zoom calls.

What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.

With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.

Recruitment Scam Alerts

We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through
- mail, text message or social media. Please verify the source of any
- related communications carefully. All official Zendesk communications are conducted through "@ zendesk.com " email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com