Manager, Product Design, Customer & Partner Experience

ServiceNow

California (MO)

Remote

USD 150,000 - 262,000

Full time

4 days ago

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Benefits offered by this job

Health plans

401(k) plan with company match

ESPP

Matching donations

Flexible time away

Family leave programs

Job summary

ServiceNow seeks a senior UX leader to mentor and scale a multi-disciplinary design team across Customer & Partner Experience and ServiceNow University. You will shape the UX strategy, drive AI-enabled product experiences, and collaborate with product, engineering, and research to deliver user-centered solutions.

The role emphasizes hands-on leadership, scalable design systems, and ensuring alignment with company objectives while promoting cross-functional teamwork.

Qualifications

BA/BS or higher in Design, Design Communication, HCI, or related field.
Experience participating in the full product lifecycle for web or software.
Experience in user experience design across corporate/software/web/agency contexts.

Responsibilities

Lead, mentor, and inspire a team of UX designers, fostering collaboration and high performance.
Set goals and align team work with product vision and user needs.
Guide design from research to prototyping, testing, and delivery with best practices.
Provide coaching and career development to grow skills.
Ensure collaboration with product managers and engineers for cohesive solutions.
Collaborate on strategy, release planning, and roadmaps.
Oversee Design Systems usage and evolution.
Help distill complex problems into actionable design goals.
Promote knowledge sharing across distributed design teams.
Deliver compelling presentations to executives about UX vision and strategy.
Represent design in cross-functional leadership meetings.

Skills

People management

UX design leadership

AI in workflows

Enterprise design

Portfolio showcase

Problem distillation

Cross-functional collaboration

Initiative & practical mindset

Education

BA/BS in Design or related field

End-to-end product lifecycle experience

UX/design industry experience

Job description

Location: Open to other locations within the U.S. and Canada

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.

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 teamhere: 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.

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
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 with 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)

For positions in this location, we offer a base pay of $149,800 - $262,200, 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, 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 globaltalentss@servicenow.com 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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