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New York, New York, United States
Hybrid
The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for.
Mission Overview & Responsibilities:
The Care Efficiency team focuses on improving how subscribers get help and resolve issues, with a particular emphasis on creating AI-assisted care experiences. We build and refine flows that enable AI agents and human agents to work together to deliver fast, empathetic, and effective support, especially around home delivery issues and subscription changes.
We are looking for a Senior Product Designer for a temporary role to lead the design of end‑to‑end conversational experiences for our Care AI agent and related tools. You will combine conversation design, UX writing, and product design to ensure our AI and human support channels feel coherent, trustworthy, and high quality.
This is a 6-month temporary, hybrid role based in our New York City office.
Responsibilities:
Collaborate with product management, engineering, operations, and data partners to shape product strategy for AI-assisted care experiences, clarifying problems, success metrics, and prioritization.
Design and iterate end-to-end conversational flows and UX for Care's AI agent (Ada) and related tools, including delivery issue journeys, queue transparency, and escalation to human agents.
Create clear documentation (user journeys, experience maps, blueprints, wireframes) that align teams on how AI and human agents work together across the end-to-end care experience.
Lead discovery and future-state exploration for AI agents in the Care domain, translating research and secondary insights into future-state concepts and actionable roadmaps.
Use analytics, qualitative feedback, and experiment results to iterate on conversational flows and measure impact on key Care metrics such as customer effort and contact containment.
Partner with engineers, product teams, and operations to deliver high-quality, consistent flows across chat, phone, and other Care channels, balancing user needs, business goals, and technical constraints.
Contribute to team rituals, such as crits, reviews, and working sessions. Mentor designers and cross-functional partners, including Care Ops and the CX team. These efforts help build shared understanding of conversation design best practices and AI support capabilities.
Demonstrate support and understanding of our value of journalistic independence and a strong commitment to our mission to seek the truth and help people understand the world.
You will report to the Product Design Director for the Care Efficiency team.
Basic Qualifications:
A portfolio of shipped work showcasing end-to-end designs for conversational AI, chatbot, or customer support experiences.
5+ years of product design experience, with a focus on complex, interactive platforms, back-office tools, or systems design.
Hands-on expertise in conversation design and UX writing for customer-facing flows.
Advanced proficiency in Figma and a strong ability to produce interaction prototypes, service blueprints, and detailed journey maps for engineering handoff.
Experience writing copy for customer‑facing experiences.
Preferred Qualifications:
Familiarity with conversation prototyping and experimentation tools (for example, Ada, Decagon, Sierra, or Retool)
Experience using data analytics and experimentation (e.g., A/B testing, funnel analysis, intent QA) to iterate on support flows and drive impact on metrics like customer effort or containment.
Ability to articulate design tradeoffs and system logic to non-design partners (Engineering, Product, Operations).
Experience working in subscription, media, or high-growth environments prioritizing automation.
REQ-020444
#LI-Hybrid
Additional Compensation and Benefits:
For roles in the U.S., dependent on your role, you may be eligible for variable pay, such as an annual bonus and restricted stock. Benefits may include medical, dental and vision benefits, Flexible Spending Accounts (F.S.A.s), a company-matching 401(k) plan, employee stock purchase plan, paid vacation, paid sick days, paid parental leave, tuition reimbursement and professional development programs.
For roles outside of the U.S., information on benefits will be provided during the interview process.
Candidate Use of GenAI Tools:
We’re excited to learn more about you and your experience. To keep our hiring process as fair and authentic as possible, we ask that you submit your own work and not use GenAI tools to generate substantive content during the application and interview process.
If you’re an engineering candidate, we’ll let you know what specific GenAI tools you are permitted to use for your technical assessment.
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