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Consumer Experience Designer, YouTube Consumer Experience Operations

YouTube
Full-time
On-site
CA
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: San Bruno, CA, USA; New York, NY, USA.

Minimum qualifications:

  • Bachelor’s degree or equivalent practical experience.
  • 5 years of experience in UX and interaction design, including experience creating wireframes and high-fidelity mockups in tools (e.g., Figma).
  • 3 years of experience as a Conversation Designer with a portfolio of conversational flows and writing samples.

Preferred qualifications:

  • Experience with and a passion for proactive user research, particularly in the conversational space.
  • Strategic mindset with the ability to think critically about long-term product goals.
  • Ability to acquire deep domain expertise in a specific field.
  • Excellent stakeholder management and communication skills.

About the job

The Consumer Experience Operations organization collaborates with cross-functional teams, including Product, Engineering, Vendor Operations, Marketing, Data Science and Legal, to identify and address user pain points and improve the overall support experience. Our team is tasked with developing innovative and user-centric support solutions that address the evolving needs of YouTube's user base — across NFL Sunday Ticket, YouTube TV, and YouTube Music and Premium, as well as Shopping and Fan Funding — with the goal of delivering an exceptional experience while increasing growth and retention. We drive the implementation of self-service tools and automated support workflows, and we equip support agents with the knowledge, tools and skills to provide high quality service.

We are seeking a dedicated and creative Conversation and Interaction Designer to join the Consumer Experience Operations (CXO) team, working exclusively on YouTube Consumer Experiences and reporting to the UX Lead for CXO. You will be an embedded member of the team, driving the user experience for our conversational interfaces from strategy to execution. You will work on designing delightful experiences and increasing customer lifetime value for users of NFL Sunday Ticket, YouTube TV and YouTube Music & Premium. This is not a traditional generalist role; you will become the definitive voice of our product, forging a deep understanding of our users' needs and the unique challenges of conversation design in our domain.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.

The US base salary range for this full-time position is $110,000-$157,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

  • Design, author, test and refine high-quality dialogue and user journeys for voice- and text-based interfaces, leveraging domain expertise.
  • Apply prompt engineering skills to develop and refine models, ensuring consistent, desired conversational outcomes.
  • Create user flows and visuals (e.g., in Figma) to support the experience and conduct end-to-end UX research on conversational and visual prototypes to generate actionable insights.
  • Establish and document the conversational voice and tone guidelines and collaborate effectively with cross-functional partners (Product, Engineering, UX) to align on goal and advocate user needs.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
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