Staff Product Designer, Client Experience

Overview

• Established in 2000, Conservice is the nation’s foremost utility management
• company, serving housing communities, commercial buildings, and other property
• management firms. Our Utility Experts manage our services to help our clients
• conserve natural resources and save money.

• This is the senior-most design role in the Client Experience portfolio, and the
• company’s first and only full-time designer in Product Development — effectively
• founding the design discipline internally. As an individual contributor, you
• will own the design of all client-facing products that clients use to manage
• their utility expenses, run aspects of property operations, manage resident
• billing, handle certain accounting tasks, and access their own data, together
• with the reporting and data products underneath it. You also own the systems the
• rest of the design work runs on: the current design system, the information
• architecture, and the standards our contract design team builds within. The
• portfolio extends to the platform services and internal applications the client
• experience is built on, so your structural decisions carry past the screens
• clients see and into the tooling our own Utility Experts use on clients’ behalf.

• You will report into the Product organization, with direct visibility to the VP
• of Product and CTO on design decisions. There is currently no design manager or
• design principal above this role — as the design practice matures, this role is
• positioned to shape, and potentially lead, its growth.

What You Would Own

• Problem framing and influence
• Which problems are worth designing, determined alongside product and

engineering leadership while the roadmap is still being formed

• Input on how the design practice grows, including hiring and the shape of the

roles that come after this one

• Clear, credible communication of design rationale and trade-offs to product,

engineering, and executive stakeholders

• Research, evidence, validation
• Continuous discovery with enterprise clients, and the conversion of what we

hear into structural decisions

• The measures we agree on before we ship, and the post-launch evaluation that

establishes whether the design worked

• Usability and concept testing as a standing habit rather than a phase at the

end

• Information architecture
• The IA of client-facing products: navigation, taxonomy, naming, and the

mental model clients carry between them

• Standards, systems, and the quality of work
• Maintenance and contributions to the design system, component library,

semantic library, and adoption across teams

• Oversight of our contract design team’s output and adherence to system and

design standards, for as long as we continue to engage contractors

• Design ops, documentation, library hygiene, handoff standards, and review

processes

• The design quality bar across the department, including running design

reviews and elevating design craft

• The AI design skill library (Figma, Claude) that puts our patterns,

components, UX principles, and accessibility rules in a form AI tooling can

consume

• Service design
• Service blueprints across client-facing and backstage touchpoints, including

the human service, communications, and training that sit alongside the

product

• Identifying the cases where the correct fix is a service change rather than a

screen

• Product design and delivery
• Flows, wireframes, prototypes, and specifications
• AI-mediated experiences, including an AI data analyst, agentic workflows, and

the human review and correction paths those require

• Accessibility standards appropriate for the product and users, held to WCAG

2.1 AA

Qualifications

• What We Are Looking For
• Eight or more years in product design, at least three of them designing

• products used and paid for by external business customers (B2B and/or B2B2C).
• Internal tools and consumer work are valuable but not sufficient on their
• own.

• Influence without full ownership. You have changed the direction of teams you

• were not embedded in, and you can tell us about a standard, a system, or a
• structural decision that others adopted.

• Information architecture work at scale. You have restructured a large,

complex information space.

• Service design fluency. Blueprints, journey work across digital and human

• touchpoints, and at least one case where you changed the service rather than
• the interface alone.

• Research and testing you run yourself. Planning, moderating, synthesis, and

the discipline to get less wrong faster rather than more certain later.

• Behavioral data in your practice. You can specify the instrumentation you

• used or need, explain what you learned, and describe changes you made because
• of it.

• AI in the work, and in your practice. Experience designing for cases where a

• model does part of the user’s job (or aptitude for thinking this way), and
• evidence of using AI tooling to move faster in synthesis, prototyping, and
• production.

• Problem framing you can show. Complex domains and ambiguous problems,

• decomposed out loud, including at least one case where you influenced what a
• team was going to build rather than how it looked.

• Working fluency in Figma, and comfort in a token-driven environment with

shared components and design system governance.

• Comfort operating as the sole in-house designer, setting direction and

managing contractor output without a design manager above you.

• Valuable, not required: experience as the most senior designer on a team with no
• design manager; utilities, real estate, fintech, insurance, or another
• data-heavy regulated domain; research and testing platforms such as Maze,
• Qualtrics, or Optimal Workshop; product analytics and observability tooling
• (e.g., Heap, Amplitude, Datadog, Power BI); exposure to microfrontend
• architectures; a background in HCI, human factors, psychology, research, or
• service design, whether by degree or experience. A relevant degree (BA or
• higher) is typical and preferred, but a portfolio that demonstrates the
• requirements above counts for more.

Additional Details

• Location: Remote
• Employment type: Full-time
• Compensation: Competitive