Description
At Gusto, we're on a mission to grow the small business economy.
You’ll join a team that’s operating with strong executive support and an active body of work across onboarding, escalation design, journey measurement, and AI-enabled service delivery.
As AI becomes a larger part of the customer experience, the design challenge changes. More of the experience now depends on how work moves between AI systems, product experiences, and human teams.
This role focuses on making those interactions more coherent, resilient, and understandable, both for customers and for the teams operating the service behind the scenes.
You’ll be building with AI, not just designing around it. The team is prototyping AI-assisted workflows that help product and operational teams think through servicing implications earlier in the development process.
Here's what you'll do day-to-day:
- Complex customer journeys where coordination matters most. Cross-cutting journeys where outcomes depend on coordination across people, systems, operations, and AI , and where breakdowns are costly.
- AI-assisted service design workflows. Building tools and workflows that help product and operational teams think through service implications before launch.
- Distributed practice enablement. Helping adjacent practitioners apply service design methods in their own domains through reusable tools, guidance, training, and support.
- Cross-journey coordination and learning. Helping teams work from shared patterns and operating assumptions so customers experience Gusto as a coordinated service.
Here's what we're looking for:
- Credible inside a product cadence. You shape decisions from within delivery pressure.
- Influence without authority. You help stakeholders see consequences and tradeoffs.
- Makes the complex legible. You take a messy, multi-team service system and create representations.
- Works with operational reality. You've spent meaningful time with frontline and operational teams.
- Designs for the service implications of AI. You think through what happens when the AI gets it wrong.
- Judgment under ambiguity. You move work forward when the data is incomplete.
- Designs for operational sustainability. You understand that good services don’t sustain themselves.
- Strong communicator. You communicate vision, concepts, and recommendations clearly.
Experience:
- 8+ years of service design experience, including meaningful work inside technology organizations.
- Experience helping teams make decisions and move work forward inside fast-moving product and operational environments.
- Demonstrated ability to make complex service ecosystems understandable.
- Track record of influencing roadmap, operational, or investment decisions.
- Experience designing or operating services where AI, automation, or algorithmic systems shaped how work was delivered.
- Experience working directly with frontline and back-office operational teams.
- Understanding of how services are sustained over time through organizational capabilities.
AI Fluency:
AI fluency is core to this role. We expect candidates to enter at the Integrator level on Gusto’s AI Fluency Framework.
Our cash compensation range for this role is $173,000/yr to $215,000/yr in Denver & most remote locations, and $203,000/yr to $253,000/yr in San Francisco, Seattle & New York.