Manager, Product Design, Customer & Partner Experience

ServiceNow; Atlanta (GA); On-site; USD 180,000 - 240,000; Full time

Job summary

ServiceNow is seeking a hands-on, player/coach Head of UX for Customer & Partner Experience. You will lead a distributed team of designers, guiding research, ideation, prototyping, testing, and delivery across the ServiceNow University ecosystem and related portals.

You will mentor designers, influence roadmaps, and champion user-centered design with cross-functional partners. The role emphasizes strategic leadership, design system stewardship, and scalable design practices across enterprise

Qualifications

• 3+ years of people management or design team leadership.
• 8+ years in UX Design and/or Interaction Design.
• Experience integrating AI into design processes.
• Strong Enterprise Design or CRM product experience.
• A portfolio of work samples representing your work and approach.
• Ability to distill complex problems into clean solutions.
• Excellent teamwork, communication and problem-solving.
• Initiative, humor and a 'make it work' ethos.

Responsibilities

• Lead, mentor, and inspire a team of UX designers, fostering a collaborative, innovative, and high-performance design culture.
• Set clear goals, priorities, and expectations for the team, ensuring alignment with product vision, company strategy, and user needs.
• Guide designers through the full product lifecycle - from research and ideation to prototyping, testing, and delivery - while promoting best practices in UX design.
• Provide regular feedback, coaching, and career development opportunities to grow individual skills and team capabilities.
• Ensure effective collaboration between designers, product managers, engineers, researchers to deliver cohesive, user-centered solutions.
• Collaborate cross-functionally with product management and engineering, from strategy definition, release planning, product architecture through tactical execution of product roadmaps.
• Oversee the team’s use of Design Systems, encouraging consistency and scalability while driving contributions to system evolution.
• Empower the team to distill complex problems into actionable design goals, guiding them through rapid iterations and informed decision-making.
• Promote knowledge sharing and alignment across distributed design teams to strengthen impact and efficiency.
• Deliver clear, compelling presentations to executives and key stakeholders that articulate the UX vision, product strategy, and design rationale.
• Represent the design team in cross-functional leadership meetings, advocating for user needs and experience quality.

Education

Bachelor's degree in Design or related field

Portfolio of UX work

Job description

Job Description

At ServiceNow, our Product Design team 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 - 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.

ServiceNow University:

ServiceNow University is ServiceNow’s learning platform, giving customers, partners, and employees on-demand courses, guided learning paths, and certifications to build product skills, accelerate adoption, and get more value from the ServiceNow platform. This role in particular will be a hands-on player/coach, where you both manage people, and lead multiple design programs within ServiceNow University.

What you get to do in this role:

• Lead, mentor, and inspire a team of UX designers, fostering a collaborative, innovative, and high-performance design culture.

• Set clear goals, priorities, and expectations for the team, ensuring alignment with product vision, company strategy, and user needs.

• Guide designers through the full product lifecycle - from research and ideation to prototyping, testing, and delivery - while promoting best practices in UX design.

• Provide regular feedback, coaching, and career development opportunities to grow individual skills and team capabilities.

• Ensure effective collaboration between designers, product managers, engineers, researchers to deliver cohesive, user-centered solutions.

• Collaborate cross-functionally with product management and engineering, from strategy definition, release planning, product architecture through tactical execution of product roadmaps.

• Oversee the team’s use of Design Systems, encouraging consistency and scalability while driving contributions to system evolution.

• Empower the team to distill complex problems into actionable design goals, guiding them through rapid iterations and informed decision-making.

• Promote knowledge sharing and alignment across distributed design teams to strengthen impact and efficiency.

• Deliver clear, compelling presentations to executives and key stakeholders that articulate the UX vision, product strategy, and design rationale.

• Represent the design team in cross-functional leadership meetings, advocating for user needs and experience quality.

Qualifications:
Qualifications

Preferred Qualifications:

• 3+ years of experience managing people and/or leading design teams

• 8+ years of experience in UX Design and/or Interaction Design field

• Experience in integrating AI into work processes, driving decision-making, and using AI to solve problems.

• Strong skills and experience in Enterprise Design or for CRM products

• A portfolio of work samples representing your work and approach.

• Ability to understand and distill complex problems into clean solutions.

• Excellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functional and multi-disciplined team.

• Expected to demonstrate a high level of initiative, good sense of humor, and a “make it work” ethos.

Basic Qualifications:

• BA/BS degree or higher in Design, Design Communication, Human-Computer Interaction, or equivalent combination of education and experience in other related fields.

• Experience participating in the complete product development lifecycle of web and/or software applications.

• Experience in user experience design or industry experience (corporate, software, web or agency).

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 [e-mail] 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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