Staff Product Designer (HR Experiences)

• The HR Expertise pod builds Gusto’s knowledge and guidance layer — the part of the product that makes a small business feel like it has an expert HR team in its corner, not just a software tool.

That layer is increasingly AI-driven: AI-generated guidance, AI-drafted documents, AI workflows for human HR advisors, and the compliance knowledge graph underneath all of it

• This role sits at the intersection of service design and AI product design.

You’ll shape how Gusto delivers HR expertise across two sides of a service: the small business owner asking for help, and the HR expert delivering it.

You’ll design AI-assisted experiences in a domain where mistakes have legal consequences for our customers — which is exactly why judgment, preference, and craft matter here in a way they don’t in lower-stakes products

• The HR Experiences team at Gusto wants to make HR a reliable support for small businesses.

They create smart guidance, tools for advisors, and a compliance layer.

• This helps provide top-quality HR support in a way that feels simple and easy to access
• Gusto Design is operating in an AI-native way, and HRX is one of the teams encouraging that envelope hardest. We expect this role to bring fluency with AI in two directions:
• AI in your workflow. Using AI to accelerate exploration, prototyping, research synthesis, and content drafting — so the team moves faster without losing craft
• AI in the product.

You will design the user experience for AI-generated outputs.

This means showing uncertainty clearly and displaying errors in a user-friendly way.

You will also ensure that users can keep control when AI suggestions differ from HR best practices.

Additionally, you will create moments for customers or advisors to correct the system if necessary

• Shape the end-to-end experience of HR Assist, HR Partner Console, Compliance Intelligence, and HR Documents — four AI-powered product surfaces that share a common knowledge layer
• Lead service design across the two-sided product: journey maps, service blueprints, and operational handoffs between AI systems, human advisors, and small business customers
• Make judgment calls about AI outputs — when to ship them, when to override them, when to put a human in the loop, and how to articulate why a generated direction is or isn’t good enough
• Define how trust, uncertainty, graceful failure, and human override show up across these surfaces — patterns that will inform AI experience design across the broader HRX org
• Co-lead product direction with PM, engineering, and data partners across four teams. You’ll be a co-owner of strategy, not a downstream executor of it
• Frame ambiguous problems and align partners around a clear direction, often before the data is in
• Conduct and direct research with customers and HR partners to validate these experiences in a high-stakes compliance domain

Benefits

• Gender-affirming care and support
• Family care and support, including family planning and fertility benefits
• A variety of mental health resources
• Medical, dental, and vision insurance for employees and dependents
• Free meals and refreshments at the office (conversation and community is an added bonus!)
• Paid vacation, sick time, bereavement, and holidays, paid leaves, sabbatical, and more
• Experience designing AI-enabled or conversational experiences shipped to real users — and you can speak concretely to how you handled uncertainty, errors, and human override
• Experience in service design for products with two sides or multiple stakeholders.

You should have real journey mapping and blueprinting experience.

• This includes operational handoffs and should not be limited to workshop exercises
• Judgment to evaluate and direct AI outputs — knowing when to use them, when to override them, and how to raise the bar — especially where the cost of being wrong is high
• Comfort with uncertainty — you frame the problem, scope the work, and proceed forward without waiting for perfect information
• Well-developed collaboration and communication across design, product, engineering, and data
• Experience in a high-stakes or regulated domain — HR, compliance, fintech, legal, or healthcare
• Helped lead a team’s shift to AI-native workflows, and can speak to what changed about the work itself, not just the tools
• Background contributing to AI governance, evaluation practices, or AI experience design patterns
• Experience designing for internal or expert users (advisors, agents, support staff) alongside customer-facing surfaces
• 8+ years of product design experience owning and shipping work in a B2B Saa S environment, with robust craft across web
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