Principal Human Experience (HX) Designer
Sprinklr, Hartford, CT, United States
Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint.
By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.
Why This Role Exists Sprinklr is unifying a complex multi‑product platform while accelerating AI‑powered CX, CCaaS, and Unified Experience Management. We need a systems‑level practitioner to humanize AI, simplify complexity, and deliver a coherent, teachable, cross‑portfolio experience.
Mission Design the foundational HX architecture—AI patterns, mental/object models, cross‑product information architecture, and reusable systems—that reduce cognitive load, surface what matters, enable intelligent next actions, and automate non‑value work. Ensure this architecture is clear and leverageable so every team—and every customer—can understand, demonstrate, and benefit from the unified platform.
Core Responsibilities
Architectural Leadership:
Define AI‑ready mental/object models, cross‑suite IA, and platform patterns for a coherent, navigable, scalable experience.
Human–AI Collaboration:
Establish agentic workflows, prompt frameworks, trust/explainability cues, and clear human↔autonomy handoffs.
Systems Mapping:
Model how data, workflows, personas, events, and objects interconnect across the platform.
Workflow Blueprinting:
Create end‑to‑end value‑stream maps and target‑state architectures for high‑impact journeys.
Cognitive‑load Reduction:
Identify friction and specify where AI should assist, automate, or simplify work.
Kaizen Leadership:
Apply continuous‑improvement discipline and mentor Designers, PMs, Engineers, and Researchers in systems thinking and HX architecture.
Engineering Partnership:
Co‑develop thin, buildable workflow references; define integration points, data/events, latency constraints, and guardrails.
Pattern Governance:
Extend patterns based on validation and reuse; curb sprawl; guide migration and debt reduction.
Evidence‑Driven Decisions:
Define and track experience metrics (e.g., time/steps, adoption, deflection, CSAT/NPS) to demonstrate measurable improvement.
Cross‑Functional Clarity:
Translate complex architecture into simple narratives, diagrams, and conceptual demo flows used by Sales, SE, CS, Support, PMM, and Field.
Expected Outcomes
Unified HX North Star (v0):
Early AI‑ready models and cross‑suite IA hypotheses.
Priority Workflow Blueprints:
Simplified, AI‑enhanced journeys for agent assist, unified case resolution, insight‑to‑action, marketer paths, etc.
AI Pattern Foundations (v0):
Copilot/agentic patterns validated with Engineering.
Internal Clarity Artifacts:
Platform mental models, diagrams, and demo narrative inputs.
Success Measures
User Effort:
Fewer steps, reduced context switching, lower decision fatigue.
Adoption:
Early reuse of HX/AI patterns across adjacent workflows.
Velocity:
Faster blueprint → working‑slice cycles; fewer alignment loops.
Commercial Signal:
Clearer storytelling/demo flows that improve sales motion.
Internal Clarity:
Field, PMM, SE, and CS demonstrate stronger understanding of unified workflows.
Executive Conviction:
Evidence‑based roadmap/funding to scale the HX blueprint.
Qualifications Required
15+ years in enterprise‑scale product experience, systems UX, or platform experience architecture.
Proven design of AI‑assisted, context‑aware workflows that reduce cognitive load and drive outcomes.
Portfolio showcasing cross‑product IA, mental/object modeling, value‑stream mapping, and system‑level patterns adopted by Product & Engineering.
Demonstrated influence across Design, PM, Engineering, and Executive stakeholders; turns ambiguity into aligned, executable plans.
Preferred
Kaizen/Lean continuous‑improvement experience.
Background in CX/CCaaS, analytics/insights, or large‑scale design systems.
Strength in translating architecture into clear internal narratives.
Patents, executive training, or recognized thought leadership in systems design or AI/HX architecture.
Collaboration Model Senior IC within Product Experience, partnering closely with Product, Engineering, Data/AI, Sales, Sales Engineering/Enablement, Customer Success, Support, and PMM to define and uphold Sprinklr’s unified HX architecture.
Benefits Overview We offer a comprehensive suite of benefits designed to help each member of our team thrive, including voluntary healthcare coverage (where applicable), paid time off, and a Mentoring Program to support growth.
EEO Statement Sprinklr is proud to be an equal‑opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, veteran status, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.
#J-18808-Ljbffr
By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights.
Why This Role Exists Sprinklr is unifying a complex multi‑product platform while accelerating AI‑powered CX, CCaaS, and Unified Experience Management. We need a systems‑level practitioner to humanize AI, simplify complexity, and deliver a coherent, teachable, cross‑portfolio experience.
Mission Design the foundational HX architecture—AI patterns, mental/object models, cross‑product information architecture, and reusable systems—that reduce cognitive load, surface what matters, enable intelligent next actions, and automate non‑value work. Ensure this architecture is clear and leverageable so every team—and every customer—can understand, demonstrate, and benefit from the unified platform.
Core Responsibilities
Architectural Leadership:
Define AI‑ready mental/object models, cross‑suite IA, and platform patterns for a coherent, navigable, scalable experience.
Human–AI Collaboration:
Establish agentic workflows, prompt frameworks, trust/explainability cues, and clear human↔autonomy handoffs.
Systems Mapping:
Model how data, workflows, personas, events, and objects interconnect across the platform.
Workflow Blueprinting:
Create end‑to‑end value‑stream maps and target‑state architectures for high‑impact journeys.
Cognitive‑load Reduction:
Identify friction and specify where AI should assist, automate, or simplify work.
Kaizen Leadership:
Apply continuous‑improvement discipline and mentor Designers, PMs, Engineers, and Researchers in systems thinking and HX architecture.
Engineering Partnership:
Co‑develop thin, buildable workflow references; define integration points, data/events, latency constraints, and guardrails.
Pattern Governance:
Extend patterns based on validation and reuse; curb sprawl; guide migration and debt reduction.
Evidence‑Driven Decisions:
Define and track experience metrics (e.g., time/steps, adoption, deflection, CSAT/NPS) to demonstrate measurable improvement.
Cross‑Functional Clarity:
Translate complex architecture into simple narratives, diagrams, and conceptual demo flows used by Sales, SE, CS, Support, PMM, and Field.
Expected Outcomes
Unified HX North Star (v0):
Early AI‑ready models and cross‑suite IA hypotheses.
Priority Workflow Blueprints:
Simplified, AI‑enhanced journeys for agent assist, unified case resolution, insight‑to‑action, marketer paths, etc.
AI Pattern Foundations (v0):
Copilot/agentic patterns validated with Engineering.
Internal Clarity Artifacts:
Platform mental models, diagrams, and demo narrative inputs.
Success Measures
User Effort:
Fewer steps, reduced context switching, lower decision fatigue.
Adoption:
Early reuse of HX/AI patterns across adjacent workflows.
Velocity:
Faster blueprint → working‑slice cycles; fewer alignment loops.
Commercial Signal:
Clearer storytelling/demo flows that improve sales motion.
Internal Clarity:
Field, PMM, SE, and CS demonstrate stronger understanding of unified workflows.
Executive Conviction:
Evidence‑based roadmap/funding to scale the HX blueprint.
Qualifications Required
15+ years in enterprise‑scale product experience, systems UX, or platform experience architecture.
Proven design of AI‑assisted, context‑aware workflows that reduce cognitive load and drive outcomes.
Portfolio showcasing cross‑product IA, mental/object modeling, value‑stream mapping, and system‑level patterns adopted by Product & Engineering.
Demonstrated influence across Design, PM, Engineering, and Executive stakeholders; turns ambiguity into aligned, executable plans.
Preferred
Kaizen/Lean continuous‑improvement experience.
Background in CX/CCaaS, analytics/insights, or large‑scale design systems.
Strength in translating architecture into clear internal narratives.
Patents, executive training, or recognized thought leadership in systems design or AI/HX architecture.
Collaboration Model Senior IC within Product Experience, partnering closely with Product, Engineering, Data/AI, Sales, Sales Engineering/Enablement, Customer Success, Support, and PMM to define and uphold Sprinklr’s unified HX architecture.
Benefits Overview We offer a comprehensive suite of benefits designed to help each member of our team thrive, including voluntary healthcare coverage (where applicable), paid time off, and a Mentoring Program to support growth.
EEO Statement Sprinklr is proud to be an equal‑opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, veteran status, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.
#J-18808-Ljbffr