Sr. CX Designer, AI & Digital Experiences

ROLE OVERVIEW

The Sr. CX Designer, AI & Digital Experiences is a hands-on design and execution role within Actian’s Customer Experience team. Reporting to the VP of Customer Experience, this individual is responsible for designing and delivering measurable improvements to the end-to-end customer experience across Actian.

This is a CX-layer role focused on the holistic experience of being an Actian customer: how customers discover, evaluate, onboard, get support, and grow with Actian across a diverse and evolving product ecosystem. The ideal candidate brings design thinking rigor, AI fluency, and a bias toward executable deliverables with demonstrated impact.

Actian’s portfolio spans classic databases, agentic AI solutions and modern SaaS products, which creates both complexity and opportunity. This role will help customers navigate that ecosystem more intuitively by designing cohesive, AI-powered digital experiences that reduce friction and accelerate time-to-value.

RESPONSIBILITIES

• Design and prototype AI-powered customer experience touchpoints, including agentic workflows, intelligent chatbots, and AI-assisted self-service interactions across the customer lifecycle
• Identify opportunities to embed AI into key customer journey moments to reduce friction, improve discoverability, and increase customer self-sufficiency
• Collaborate with marketing, sales, product, engineering and customer success teams to translate AI capabilities into intuitive, customer-centered experience concepts
• Map and analyze the full customer journey across Actian’s digital ecosystem including web, community, support, onboarding, and self-service channels to identify gaps and prioritize high-impact improvements
• Design connected, cohesive digital experiences that help customers more easily find what they need and derive value faster
• Champion a consistent experience layer across Actian’s diverse product portfolio, ensuring customers have a unified sense of engagement regardless of which product they interact with
• Design self-service and digital-first customer experiences that support Actian’s product-led growth motion, including trial activation, onboarding flows, and in-journey guidance
• Partner with the CX strategy team to shape experience concepts for new product launches and emerging go-to-market approaches
• Identify where customers get stuck or drop off in self-service flows and design interventions that improve conversion and retention
• Develop high-quality CX design artifacts including journey maps, service blueprints, experience briefs, wireframes, conceptual prototypes, and storyboards that translate strategy into actionable direction for cross-functional teams
• Plan and facilitate design thinking workshops with stakeholders from Product, Marketing, Customer Success, Sales, and IT to surface insights and co-create experience solutions