Director, Product Design, Customer & Partner Experience

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.

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 and understanding our users, customers and partner's needs, with the mission to create product experiences they love. Our designers come from a diverse set of skills and backgrounds - design systems, visual, interaction, content, and product design. 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 designing the ServiceNow digital experiences that Customers and Partners utilize to learn about, adopt, support, and maximize the value of their ServiceNow solutions. The team collaborates to drive customer value and success through AI-native and self-serve digital experiences in portals including Developer, University, Store, Partner Portal, Documentation, Best Practices Library, Universal Profile, and MyNow. 

What you get to do in this role:  

• Drive and implement the vision for a consistent user experience across portals and platforms (desktop, mobile) 

• Bring an AI-native mindset to your work – build with AI tools to design and pioneer AI-native user experiences 

• Oversee a portfolio of products, while acting as a mentor and manager to a team of designers  

• Work with your Design peers to ensure a unified and cohesive experience across the ServiceNow ecosystem 

• Collaborate with our Product teams to deliver great UX that will revolutionize workplace collaboration and productivity for some of the largest companies in the world 

• Lead user needs assessment, task analysis and develop user profiles; identify key tasks for user research, competitive analysis and user testing, develop usability plans 

• Develop high level task flow content and then use storyboards and other design documents to communicate concepts and vision to others 

• Rapidly iterate theoretical task scenarios, navigation map, flow, and state-transition diagrams to document design decisions 

• Participate in documentation development process such as user experience specifications, testing and evaluation 

Basic Qualifications:  

• Bachelor’s Degree (or equivalent experience) in visual design, interaction design, human interaction sociology, psychology, or related disciplines. 

Preferred Qualifications:  

• 8+ years of experience in product or interaction design 

• 3+ 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 

• 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 

• Experience with Design Systems (building, maintaining) and developing scalable cross-platform UX architectures 

For positions in this location, we offer a base pay of $217,500 - $380,700, 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.

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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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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