A remote Design role at Gusto, Inc..
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Original listing text, shown exactly as published by the company.
A customer running payroll doesn’t experience “the product,” “CX,” and “AI” as separate things. They experience one service made up of many teams, systems, and handoffs working together. When those handoffs are well designed, the experience holds up. When they aren’t — when it’s unclear who owns an escalation, what happens when the AI gets something wrong, or how an exception moves between systems and teams — the customer absorbs the cost.
As AI becomes a larger part of the customer experience, the design challenge changes. More of the experience now depends on how work moves between AI systems, product experiences, and human teams. This role focuses on making those interactions more coherent, resilient, and understandable, both for customers and for the teams operating the service behind the scenes.
You’ll join a team that’s already operating with strong executive support and an active body of work across onboarding, escalation design, journey measurement, and AI-enabled service delivery. This is the second IC hire on a foundational team growing from two to three during a major shift toward AI-enabled service experiences.
What makes this role different from many service design roles is that you’ll be building with AI, not just designing around it. The team is prototyping AI-assisted workflows that help product and operational teams think through servicing implications earlier in the development process so that questions like “what happens if this breaks?” and “where does the customer go next?” get addressed during planning, not discovered later through operational failure.
AI fluency is core to this role. We expect candidates to enter at the Integrator level on Gusto’s AI Fluency Framework, meaning AI is a regular, integrated part of how they work rather than an occasional experiment.
For service design specifically, this includes using AI to synthesize cross-functional inputs, explore failure modes, model service behaviors, and think through operational implications such as routing, escalation, ownership, and exception handling. At this level, AI fluency also includes helping others work more effectively by sharing methods, building reusable workflows, and contributing to team capability.
The strongest candidates are building reusable tools, frameworks, prompts, workflows, or approaches that others can adopt independently. We also value discernment: the ability to evaluate AI-generated outputs critically, recognize when analysis is incomplete or misleading, and apply strong judgment rather than accepting outputs at face value.
Experience with tools such as Claude, Claude Code, or similar agentic workflows is helpful, along with comfort prototyping AI-assisted workflows and using prompt-based approaches for structured analysis. Candidates are not expected to be engineers, but should be comfortable building and experimenting with AI-enabled ways of working.
At Gusto, we strive to provide rewards that empower employees to achieve their financial and personal goals. We offer competitive compensation packages with a strong emphasis on equity based compensation (ownership in Gusto). To learn more about Gusto’s compensation philosophy and benefits offerings please view our Total Rewards Approach page.
Our cash compensation range for this role is $173,000/yr to $215,000/yr in Denver & most remote locations, and $203,000/yr to $253,000/yr in San Francisco, Seattle & New York. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.
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Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.…
Gusto, Inc.
Design
13 open roles on Sydicom
Gusto, Inc. is a company that develops payroll, benefits, and human resource management software for businesses based in the United States.
Source: Wikipedia