Director, Product Design, Customer & Partner Experience

About the Position

Director, Product Design, Customer & Partner Experience

Santa Clara, CALIFORNIA, United States

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow-helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Responsibilities

• Lead the design and delivery of key properties, including Product Documentation and ServiceNow University, while shaping the integrated end-user experience across the ServiceNow portal ecosystem.
• Define and implement a cohesive UX architecture across sites, establishing scalable design-system conventions and consistent interaction patterns that make experiences feel connected, intuitive, and distinctly ServiceNow.
• Oversee a portfolio of products and experiences while mentoring, developing, and managing a team of designers. Set clear direction, raise the quality bar, and create the conditions for strong individual and team outcomes.
• Work closely and collaboratively with Design peers to ensure a unified and cohesive experience across the broader ServiceNow ecosystem, aligning on shared patterns, standards, and experience principles.
• Collaborate deeply with product management, business, and engineering to shape product strategy, translate the vision into an actionable roadmap, and ensure solutions can be implemented successfully at scale.
• Guide work from broad strategic thinking and experience vision through detailed interaction design, pixel-perfect execution, and high-quality delivery, maintaining close attention to detail at every stage.
• Bring a growth mindset to the work and use AI-native tools to accelerate design practice, and pioneer thoughtful AI-native experiences for customers and partners.
• Apply a strong understanding of user research methodologies and bring genuine curiosity about users. Partner with research, seek relevant insights, and translate learning into best-in-class experiences.
• Lead the design of complex, content-rich systems, bringing expertise in content strategy, information architecture, navigation, findability, and scalable experience frameworks.
• Synthesize complex user, business, content, and technical requirements into clear experience strategies, end-to-end journeys, task flows, prototypes, and design specifications.
• Champion craft excellence and continuous improvement through design critique, evidence-based decision-making, rapid iteration, and clear communication of the rationale behind design choices.

Requirements

Basic Qualifications:

• Experience working collaboratively with product, engineering, design, content, and user research teams
• Enterprise or consumer product design experience
• Bachelor’s Degree (or equivalent experience) in visual design, interaction design, human interaction sociology, psychology, or related disciplines.

Preferred Qualifications:

• 10+ years of experience in product or interaction design
• 5+ years of experience managing design teams
• Ability to understand and distill complex problems into an easy-to-use and delightful experience.
• Excellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functional and multi-disciplined team
• Obsessed with the relentless pursuit of UX craft excellence, and attention to detail
• Experience building and maintaining Design Systems, developing scalable cross-platform UX architectures, and integrating design systems into AI-native design workflows
• Ability to work inside an iterative and agile development environment within a complex, matrixed organization
• Expected to demonstrate a high level of initiative, good sense of humor, and a “make it work” ethos

We Offer

• Base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation, and benefits.
• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP, matching donations
• Flexible time away plan and family leave programs

About the Company

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.