Director, Product Design, Customer & Partner Experience

Company Description

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.

Job Description

Company Description 

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. 

Job Description 

At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products.    

This role is part of our Product Design team that uses their superpower of empathizing, understanding, and applying our users’ and customers’ needs, with the mission to create product experiences they love. Our designers come from a diverse set of skills and backgrounds – product design, visual, interaction, content, and design systems. At ServiceNow, design has a very intentional seat at the table, so our team collaborates closely with both engineering and product management from the get-go.    

Learn more about our team here:  https://www.linkedin.com/company/servicenow/life/userexperience/     

Customer & Partner Experience team:   

This position within Customer & Partner Experience is responsible for the design and delivery of key ServiceNow digital properties, including Product Documentation and ServiceNow University, as well as the integrated user experience across customer- and partner-facing portals. The team creates AI-native and self-service experiences that help customers and partners learn about, adopt, support, and maximize the value of their ServiceNow solutions across ServiceNow University, Product Documentation, Developer, Store, Partner Portal and the broader portal ecosystem, as well as internal tools built on the ServiceNow platform that empower employees to serve and support our customers. 

What you get to do in this role:   

• 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. 

Qualifications

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  
• 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 perfection working inside an iterative and agile development environment  
• Expected to demonstrate a high level of initiative, good sense of humor, and a “make it work” ethos 

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. 

For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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. 

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