Director of Product Design (Customer & Partner Experience)

ServiceNow; Santa Clara (CA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Generous family leave

Matched donations

Annual learning stipends

Flexible PTO

Competitive retirement plan

Paid volunteer time

Job summary

ServiceNow is seeking an accomplished design leader to drive the end-to-end UX for key customer and partner-facing properties. You will shape architecture across the portal ecosystem, scale design-system practices, and mentor a growing team of designers within a collaborative, agile environment.

You will partner with product, engineering, content, and research to translate vision into scalable experiences, while advancing AI-native design workflows and ensuring consistent, high-quality outcomes.

Qualifications

• Bachelor’s Degree in visual design or related field.
• 10+ years in product/interaction design with leadership experience.
• Experience building and maintaining Design Systems.
• Strong collaboration with product, engineering, content and research teams.
• Demonstrated excellence in team leadership and communication.

Responsibilities

• Lead the design and delivery of key properties across ServiceNow portals and ecosystems.
• Define cohesive UX architecture and scalable design-system conventions.
• Mentor, develop, and manage a design team to raise quality and impact.
• Collaborate with product management, engineering, research, and content teams.
• Drive AI-native design workflows and deliver user-centric, delightful experiences.

Skills

UX leadership

Design systems

AI-native UX

Team mentoring

Stakeholder collaboration

Education

Bachelor’s Degree in Visual Design

Tools

Figma

Prototyping tools

Job description

• 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
• 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
• 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

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time

Enterprise or consumer product design experienceAbility to work inside an iterative and agile development environment within a complex, matrixed organization10+ years of experience in product or interaction designAbility to understand and distill complex problems into an easy-to-use and delightful experienceExperience building and maintaining Design Systems, developing scalable cross-platform UX architectures, and integrating design systems into AI-native design workflowsExperience working collaboratively with product, engineering, design, content and user research teamsObsessed with the relentless pursuit of UX craft excellence, and attention to detailExcellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functional and multi-disciplined teamExpected to demonstrate a high level of initiative, good sense of humor, and a “make it work” ethosObsessed with the relentless pursuit of UX perfection working inside an iterative and agile development environmentBachelor’s Degree (or equivalent experience) in visual design, interaction design, human interaction sociology, psychology, or related disciplines5+ years of experience managing design teamsExcellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functionaland multi-disciplined team =