Senior Staff Service Designer

  About Gusto At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.   All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy .   AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process. About the Role: 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 expe