Product Designer – Case Management & Web Engage (SaaS)

TL;DR

Product Designer (SaaS): Designing complex workflows and AI-powered features for a cloud-based contact center platform with an accent on data-driven decision making and interaction quality. Focus on translating behavioral signals into design improvements and collaborating with the AI Hub to create trustworthy AI UX.

Location: Hybrid in Copenhagen, Aarhus, or Oslo (2-3 days/week in office). Must have eligibility to work in the applying country; no sponsorship provided.

Company

Leading provider of cloud-based contact center solutions, #1 in the Nordics and expanding across Europe.

What you will do

• Lead product design for the Case Management area, owning success metrics such as adoption, task completion, and retention.
• Collaborate within a Product Trio (PM and Tech Lead) to translate data and behavioral signals into evidence-based design decisions.
• Partner with the AI Hub to design transparent and trustworthy AI-powered features, including co-pilots and automation.
• Create precise, developer-ready specifications to ensure high interaction quality and reduce engineering rework.
• Combine qualitative usability studies and interviews with quantitative funnel and cohort analysis.
• Contribute to and evolve the shared design system for improved scalability and efficiency.

Requirements

• Experience designing complex B2B workflows, dashboards, or multi-role enterprise systems.
• Strong analytical mindset for defining metrics, forming hypotheses, and justifying design decisions with data.
• Proficiency in Figma and modern AI-assisted design workflows (generative exploration, rapid prototyping).
• Working knowledge of front-end development principles (component architecture, CSS, performance).
• Eligibility to work in Denmark or Norway (sponsorship is not provided).

Nice to have

• 5+ years of experience in product design, ideally within B2B SaaS or enterprise software.
• Experience with product analytics tools such as Amplitude, Mixpanel, Pendo, or PostHog.
• Knowledge of accessibility standards (WCAG 2.1 AA).
• Experience designing for AI-powered features, specifically regarding explainability and confidence indicators.

Culture & Benefits

• Flexible, hybrid working model with a strong emphasis on work-life balance.
• Competitive salary based on Mercer benchmarking data.
• Supportive team environment with annual Summer and Christmas parties.
• Strong commitment to diversity, inclusion, and equitable hiring practices.

Hiring process

• Screening call with Talent Acquisition.
• Introductory interview with the Design team and Hiring Manager.
• Design workshop to evaluate skills in place of a take-home case study.
• Final interview with the Product Manager and Engineering Manager.