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, high-impact design initiatives and influence product development at the organizational level. You'll partner closely with cross-functional leadership to align design strategy with business goals, all while championing human-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 long-term roadmaps.
* Shape end-to-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 customer-centric decision-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 equity-centered design principles into everyday work.
Who You Are
* A seasoned product designer with deep experience in enterprise, customer-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 high-level vision to precise interaction details—based on what's needed.
* A skilled communicator with the ability to influence, align, and build trust with cross-functional stakeholders at all levels.
* A systems-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 user-centered design methods such as journey mapping, JTBD, prototyping, and design critiques.
* Passionate about growing others—whether through mentorship, coaching, or community-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 human-centered.
* Experience designing for complex workflows, enterprise-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 in-office schedule is to be determined by the hiring manager.