Principal Human Experience (HX) Designer

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. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. Job Description 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, andbenefitfrom 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: Establishagentic workflows, prompt frameworks, trust/explainability cues, and clearhuman↔autonomyhandoffs. 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: Identifyfriction and specify where AI shouldassist, 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) todemonstratemeasurable improvement. Cross‑functional clarity: Translate complex architecture into simple narratives, diagrams, and conceptual demo flows used by Sales, SE, CS, Support, PMM, and Field (GTM owns final enablement). Expected Outcomes Unified HX North Star (v0): Early AI‑ready models and cross‑suite IA hypotheses. Priority workflow blueprints: Simplified, AI‑enhanced journeys for agentassist, unified case resolution, insight‑to‑action, marketer paths, etc. AI pattern foundations (v0): Copilot/agentic patternsvalidatedwith 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 improvea salesmotion. Internal clarity: Field, PMM, SE, and CS demonstratestrongerunderstanding 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. Portfolioshowcasingcross‑product IA, mental/object modeling, value‑stream mapping, and system‑level patterns adopted by Product & Engineering. Demonstrated influence across Design, PM, Engineering, and Executivestakeholders;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 (GTM owns final enablement). 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. We focus on our mission : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM. Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. Create a culture of customer obsession, with trust, teamwork, and accountability. We believe in our product : Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. We invest in our people : We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklr ites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. To learn more about employee benefits by region, click here . To learn more about all-things- Sprinklr , visit our candidate resource hub here . EEO - Our philosophy : Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful. 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, past, current, or prospective service in the uniformed services, genetic information, 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. JOB REQ COMPENSATION RANGE $177,000 - $295,000 The base salary range for this role is shown above. At Sprinklr , base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr ’s discretionary bonus plan, commission plan, and/or equity plan, depending on role. US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage. Warning about Recruiting Scams : Please be vigilant for recruiting scams impersonating Sprinklr . Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams. If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr , please do not engage and block their email or phone number immediately. Originally posted on Himalayas