Principal Human Experience (HX) Designer
Sprinklr
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, 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 (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 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 a 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 (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 Sprinklrites 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 - $295,000The 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.
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