We are building a new business unit focused on securing AI-native applications. As the AI Customer Experience Architect, you will lead the design and orchestration of our end-to-end customer journey — from early design partner onboarding through scaled adoption.
This role is part strategist, part designer, and part customer advocate. You will ensure our AI-powered experiences are not only usable and trusted, but also deliver tangible business value. You will define the “North Star” experience, implement real-time feedback loops, and champion responsible AI principles across every touchpoint. You'll be defining how enterprises experience AI-native security from day one.
What You’ll Do:Define the North Star AI Native Security customer journey and service blueprint.
Lead the design of usability testing protocols for early design partners.
Collaborate cross-functionally with Product Managers, AI Engineers, UX Designers, Customer Success, and Sales to align the roadmap with experience outcomes.
Map adoption milestones that tie directly to customer business value and define CX success metrics (adoption, engagement, NPS, trust).
Champion responsible AI by embedding fairness, privacy, bias detection, and explainability standards into the customer journey, partnering with Risk/Compliance.
Continuously optimize journeys based on qualitative feedback and quantitative data.
You bring 5+ years in customer experience, product/service design, or UX strategy.
Demonstrated experience with AI/ML-powered products (generative AI, predictive analytics, chatbots, or decision support tools).
Strong background in journey mapping, service blueprinting, and UX research.
Knowledge of responsible AI frameworks (fairness, transparency, explainability).
Fluent in both technical and business languages — able to translate customer needs into product and Go-To-Market requirements.
Are a systems thinker who can connect the dots between GTM, product, and customer outcomes.
Are a compelling storyteller who can evangelize the customer journey to executives and engineers alike.
Thrive in incubation-stage ambiguity, with a builder’s mindset.
Measure success by adoption and customer outcomes, not just feature launches.
Have a sense of humour — we take our mission seriously, but not ourselves!
Top Skills
Snyk Boston, Massachusetts, USA Office
Snyk Boston Office
Conveniently located near South Station, Snyk is easily accessible for those commuting via public transportation.
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