AI Design Leader in London

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

We are looking for a technically-capable product leader to head up AI Design at Fin. The role is to lead the Design function within our AI Group, where our custom models and core Fin functionality are developed. You will be managing our AI Designers (currently 3 Staff/Principal level AI Designers). You will work directly with AI Engineers and Scientists in our AI Group, and Product Designers and teams in our R&D group.

We believe that leading AI Design is a new type of product leadership role that combines technical, product, and leadership qualities. This includes shaping how the Fin AI models and harness behave — how they reason, respond, and improve over time. The experience is defined as much by model behavior, evals, and iteration loops as it is by UI.

There are three things that matter for this role:

• AI Chops: You’re comfortable operating at the AI layer. Not just using AI tools, and not just designing around them, but getting into how things actually work: model behavior evals and testing agent workflows. You don’t need to have done everything end-to-end. Honestly, very few people have. But you can hold your own in conversations with engineers and scientists. You’re curious enough to go deep. You’ve likely built things, broken things, experimented a lot. You almost certainly have opinions about where this is all going, what’s overhyped, what actually matters.
• Product Leadership: You care about building great products, deeply. You’ve likely led teams, or built things from scratch, or shaped products that people use. You know how to connect user needs, business goals, and what’s actually possible with the technology. You can zoom out to define direction, and zoom in to perfect experiences.
• Values & Mindset: You’re high-agency. You build. You don’t wait for permission. You care about quality, not just how things look, but how they work. You like moving fast in messy, ambiguous spaces. You raise the bar for the people around you.

What would you be doing in the role? You’ll be working at the center of how we build Fin. Alongside designers, engineers, and AI scientists, you’ll help shape how the system behaves, how we evaluate quality, and how we turn model capability into real product experiences. Some of the work will feel like product. Some will feel like design. Some will feel closer to engineering or research. A lot of it will feel new.

We don’t think there’s a perfect profile for this role. If you’ve been thinking about this space a lot, building things, forming strong opinions, we’d love to hear from you. Tell us how you see it. Tell us what you’ve built. Tell us where you think this is all heading. We’re much more interested in that than a perfect CV.

Interview Process: We understand that interviewing for a new role is both time and energy consuming–we aim to be thorough, speedy and transparent in our approach. You should expect for the entire process to be no more than 4 weeks from start to finish. You’ll meet with members of our AI Group and Product & Design leadership team, and have the chance to properly understand the role, the problems we’re solving, and whether Fin is the right fit for you.

Policies: Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week. We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.