About Itential

Itential is the leading platform for automation and orchestration within network and infrastructure domains. We enable enterprises and service providers to automate their operations through both deterministic and agentic orchestration — giving operators precise control where it is needed and intelligent automation where it is possible. Our platform — including FlowAI, FlowMCP, and our orchestration studio — is trusted by the world’s largest carriers, financial institutions, and enterprises to accelerate and de-risk their transformation journeys.

About the Role

Itential is seeking a Senior UX Designer to join our Product Operations team. In this role, you will be a trusted partner to Product Operations leadership, working closely with Directors, VPs, and C-Suite stakeholders to shape UX strategy and bring business and industry context to design decisions. This is a UX research and design leadership role, not a visual design role — we're looking for someone with a genuine research mindset and a data-driven approach who partners with Product Managers from the earliest stages of a requirement, rather than waiting for a finished spec to begin designing.

This role requires expertise in the B2B SaaS product domain, the ability to navigate complex challenges affecting entire product lines, and strong leadership skills to guide our UX research team's initiatives while mentoring researchers in advanced methodologies.

What You Will Do

As a Senior UX Designer, you are responsible for leading UX research and design strategy across complex, ambiguous problem spaces, partnering with Product Managers and senior stakeholders to shape the user experience of Itential's platform. This includes:

• Lead the design and implementation of UX solutions for highly complex, ambiguous problem spaces that have long-term impact on product strategy and architecture — creating new design patterns, overhauling existing UX, or deprecating outdated interfaces while balancing user needs, technical constraints, and business goals
• Lead UX research initiatives within your product space, mentor researchers in advanced methodologies, and integrate user insights into strategic design decisions to enhance product usability and satisfaction
• Partner with Product Managers starting at the business requirements and user journey stage, bringing questions, ideas, and a point of view before designs are drawn rather than only feedback after they're presented
• Lead the mapping of user journeys that span multiple product areas or the full product ecosystem, surfacing touch points, handoffs, and friction points to inform roadmap prioritization and align stakeholders around the user's actual experience
• Justify design decisions using competitive and design-principle analysis, input triangulated across business, product, CS, and engineering stakeholders, and relevant data
• Shape product strategy and roadmaps through a deep understanding of users and market trends, directly influencing user satisfaction and business outcomes for major products
• Communicate the strategic value of UX research and design to senior stakeholders, facilitate cross-functional workshops, and represent the design perspective in high-level product strategy discussions
• Deliver UX artifacts — from research insights to interaction designs and prototypes — that set the standard for design excellence, and lead design reviews that align teams around coherent UX strategies
• Mentor junior and mid-level designers and contribute thought leadership to the broader UX community, helping educate the product development community on UX trends and best practices
• Identify and solve intrinsically challenging UX problems, such as major usability bottlenecks or undefined opportunities with high potential impact, adapting your approach based on project and product needs
• Play an active role in recruiting UX talent, participate in the hiring process, and benchmark Itential's UX against competitors

Requirements

• Bachelor's or Master's degree in Psychology, Human-Computer Interaction, Design, or a related field
• 7+ years of experience in UX design or a similar role, with demonstrated progression in leadership responsibilities and strategic impact
• A demonstrated, genuine UX research and data-driven approach to design — not a visual/UI-first approach — with the curiosity and self-starter drive to work this way independently
• A portfolio that demonstrates how you've scoped ambiguous, high-complexity problems and navigated real trade-offs across competing considerations, along with the measurable outcomes of your work — not just polished visual design
• Strong command of WCAG standards and a track record designing for accessibility compliance, particularly relevant given Itential's government and regulated-industry customers
• Advanced proficiency with design and prototyping tools (e.g., Figma, Adobe Creative Suite), collaboration and handoff tools (e.g., Jira, Confluence, Storybook), research and testing tools (e.g., UserTesting, Maze), and product analytics platforms (e.g., Pendo, Heap, Amplitude, Hotjar); basic knowledge of HTML/CSS is preferred
• Deep expertise in the product domain and industry trends, with proven experience managing high-complexity projects in ambiguous environments; experience in B2B enterprise software, DevOps tooling, or network engineering is highly preferred
• Advanced experience leading complex user research and usability testing initiatives, including mentoring team members in research methods and analysis
• Ability to clearly articulate and defend design decisions using competitive/heuristic analysis, cross-functional stakeholder input, and data, rather than precedent or personal preference alone
• Exceptional ability to communicate the strategic value of UX research to senior stakeholders and facilitate cross-functional workshops and design sprints
• Demonstrated ability to influence product strategy and roadmap, mentor designers at various levels, and contribute to the UX community through thought leadership
• Advanced understanding of technical specifications, with the ability to collaborate with engineering on innovative solutions and influence architectural decisions

Physical Demands & Work Environment

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Sitting: Constantly (6-8 hours per day) for computer work, meetings, and customer calls
• Standing/Walking: Occasionally for team meetings and customer presentations
• Lifting: Occasionally lift/carry up to 15 pounds (project materials, equipment)
• Vision: Constantly use close vision for computer work, documentation, and reporting
• Hearing: Frequently for customer calls, team meetings, and stakeholder communications
• Communication: Constantly communicate with customers, engineering teams, and executive management
• Manual Dexterity: Constantly use hands/fingers for keyboard use and documentation

Work Environment:

• Location: United States
• Noise Level: Typical office or home office environment with frequent meetings and calls
• Travel Requirements: Minimal travel; occasional travel for team offsites, user research sessions, or industry conferences
• Schedule: Standard business hours with flexibility for collaboration across Product, Engineering, and executive stakeholders
• Technology: Figma, Adobe Creative Suite, Jira, Confluence, Storybook, UserTesting, Maze, Pendo, Heap, Amplitude, and Hotjar

Compliance Statements

ADA Accommodation: Itential is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application, interview, and employment process. If you require accommodation to perform the essential functions of this position, please contact Human Resources to discuss available options.

Equal Opportunity: Itential is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Employment at Will: Employment with Itential is at-will, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.