Charm Security-Lead Product Designer

Charm is on a mission to break the scam spell. We're building the world's first Scam Defense AI platform that proactively protects people from social engineering attacks and human-centric fraud. Using proprietary behavioral science models, we combine psychology and AI to prevent scams before they happen, not just detect them after the damage is done.

This is a rare opportunity to join us at the ground floor and have outsized impact as we revolutionize how financial institutions protect their customers from the hundreds of billions in annual losses caused by scammers who exploit human psychology.

As our Lead Product Designer, you'll shape the user experience of our AI agents and copilots that literally save people from financial and emotional devastation. You'll design interfaces that need to work under high-stress situations. When customers are being actively scammed, while maintaining trust, clarity, and calm.

Your designs will directly impact:

• Prevention Agent: Real-time customer protection interfaces that intervene during active scam attempts
• Copilot: Tools for fraud analysts and call center agents analyzing conversations in real-time
• Customer-Facing Agent: Self-serve interfaces where vulnerable users seek help and emotional support

What You'll Do

Crisis-Aware UX Design

• Design interfaces that work effectively when users are stressed, confused, or being actively manipulated
• Create clear, trustworthy experiences that can break through scammer influence
• Balance urgency with reassurance in high-stakes intervention scenarios

AI-Human Collaboration Interfaces

• Design seamless handoffs between AI agents and human analysts
• Create conversation analysis tools that surface critical insights without overwhelming users
• Build interfaces that enhance human decision-making rather than replace it

Behavioral Science Integration

• Collaborate with our behavioral science team to translate psychological insights into design patterns
• Create experiences that account for cognitive biases and emotional states of scam victims
• Design empathetic interfaces that provide emotional support alongside fraud prevention

Multi-Stakeholder Design

• Design for diverse users: anxious customers, busy analysts, call center agents, and investigators
• Create consistent experiences across B2B admin panels and customer-facing touchpoints
• Build interfaces that work for both tech-savvy and vulnerable populations

Design System & Research

• Develop design systems optimized for high-stakes financial security contexts
• Conduct user research with fraud victims, analysts, and financial institution stakeholders
• Prototype and test designs that must perform under pressure

• 5+ years product design experience, preferably in fintech, security, or crisis-response products
• 2+ years designing B2B/BTBTC interfaces for security, fraud, or emergency response applications
• Advanced Figma expertise with complex, interactive prototyping capabilities
• Experience designing for high-stress user scenarios or vulnerable populations

Preferred Background

• Understanding of fraud prevention, cybersecurity, or crisis intervention workflows
• Experience with AI/ML product interfaces or conversation analysis tools
• Background in behavioral psychology, crisis communication, or trust & safety design
• Familiarity with financial services regulations and compliance requirements

Core Competencies

• Exceptional problem-solving skills with attention to critical details
• Ability to design for extreme edge cases and failure scenarios
• Strong communication skills for presenting to technical and business stakeholders
• Passion for creating products that genuinely protect and help people
• Collaborative mindset for working with behavioral scientists, AI researchers, and fraud experts

Requirements

• English proficiency for stakeholder communication
• Ability to work in fast-paced, mission-critical environment
• Comfortable with the emotional weight of designing products that prevent real harm

Why This Role Matters

Your design decisions will directly prevent financial losses and emotional trauma. You're not just improving conversion rates, you're designing products that protect vulnerable people from sophisticated psychological manipulation. Every interface you create could be the difference between someone losing their life savings or staying safe.

Ready to use design as a force for protection? Join us in breaking the scam spell.