• Own end-to-end design vision and execution across the full CX product surface, spanning Help Center, Chatbot, Voicebot, and the in-app Concierge support experience. • Drive MVP and future-state concepts across the AI-powered support ecosystem, including self-service flows, conversational interactions, escalation paths, and proactive outreach surfaces. • Lead design for Concierge, Coinbase's premium support product, translating a $50M+ revenue goal into a high-touch, differentiated in-app experience. • Partner with Product, Engineering, and CX Operations to ground design decisions in real support data, automation performance metrics, and customer satisfaction signals. • Shape a reusable design system pattern library for AI-powered support, collaborating with the Coinbase Design System team to ensure consistency across Help Center, Chatbot, and Voicebot. • Build direct relationships with customers and support agents to generate insights that influence how Coinbase delivers world-class support at scale.

• Traducir las Historias de Usuario en prototipos de alta fidelidad (Figma) para la aprobación rápida del cliente. • Diseñar la experiencia de usuario garantizando que el flujo del ejecutivo de agencia (B2E) sea intuitivo y se cumpla en 5 pasos o menos. • Contemplar "Happy Paths", estados de error, flujos de recuperación y vistas operativas complejas (ej. Dashboards y manejo de excepciones DLQ).

• Guide the strategy, design direction, and team execution of user-centered design efforts • Lead a cross-functional team of UX practitioners and collaborate with product managers, data scientists, software engineers, and stakeholders • Define vision, establish design standards, and ensure delivery excellence across the Department of War (DoW) • Elevate design quality, mentor team members, and directly contribute to key research and design activities as needed

• Leading design end-to-end for complex features – from early problem framing through detailed specs, implementation support, and iteration post-launch • Working across product areas, partnering with product and engineering to identify opportunities and shape solutions • Designing intuitive interfaces for technically complex workflows, turning powerful capabilities into experiences that feel effortless • Navigating ambiguity confidently and make progress when requirements are undefined, ask the right questions, and know when to push for clarity versus to move forward • Partnering with researchers to frame the right questions, understand user needs, and validate design decisions with appropriate rigor • Working with other designers to give and receive feedback, contributing to a culture of craft and continuous improvement, and raising standards for execution • Incorporating AI-assisted capabilities into your features thoughtfully, helping users leverage AI where it adds value, in both invisible and visible ways