Staff Product Designer, Customer & Partner Experience (CPEX)

ServiceNow; Illinois; On-site; USD 150,000 - 262,000; Full time

Benefits offered by this job

Health plans

401(k) Plan

ESPP

Matching donations

Flexible time away

Family leave

Job summary

ServiceNow is seeking a senior product designer who will craft scalable content experiences across B2B and B2C platforms. You will lead information architecture, work closely with engineering and product management from the start, and mentor designers across multiple workstreams.

The ideal candidate has 8+ years of experience, a strong portfolio, and mastery of Figma. Base pay in the Illinois area is shown as $149,800 - $262,200, with equity, benefits, and a flexible work approach.

Qualifications

• 8+ years in digital product design for B2B SaaS and B2C
• Experience designing complex information architectures and UX systems
• Strong portfolio with end-to-end design strategy
• Leadership in guiding teams through rapid iteration and feedback loops
• Ability to articulate UX frameworks to senior stakeholders
• Mastery of Figma and scalable design workflows

Responsibilities

• Own customer experience of finding, navigating, and using content across dozens of sources and systems
• Collaborate with engineering and product management from the outset to shape design strategy
• Help evolve content architecture and design patterns at scale

Skills

8+ years design

B2B & B2C design

Information architecture

UX leadership

Figma

Stakeholder comms

Education

BA/BS in Design

Tools

Figma

Job 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.

Team & Role:

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 created product experiences they love. Our designers come from a diverse set of skills and background - 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/

This is not a standard product design role.Designing forcontent at this scale requires fluency in large-scale content architecture, fragmented content libraries, structured content systems, cross-property consolidation, and AI-mediated retrieval design. This requires a practitioner who specializes in owning the customer's experience of finding, navigating, and using content across dozens of sources, teams, and systems.

Preferred Qualifications:

• 8+ years in digital product design with strong expertise in both B2B SaaS and B2C design
• Proven ability to design complex information architectures and UX systems serving diverse audiences (learners, admins, community members)
• Strong portfolio demonstrating end-to-end design strategy from narrative development through high-fidelity execution
• Demonstrated design leadership leading teams through rapid iteration, managing feedback loops, and maintaining quality amid parallel workstreams
• Ability to articulate UX architecture frameworks that translate platform conventions into cohesive adjacent web experiences
• Strategic communicator who presents design thinking to senior stakeholders, refines scope through clarifying questions, and advocates for user-centered approaches
• Ability to synthesize research insights and user feedback into actionable design direction and vision refinements
• Mastery of Figma and collaborative design workflows at scale; experience navigating matrixed organizations with competing priorities
• Comfortable with evolving priorities, dual-track workstreams, and the ambiguity inherent in transformational product initiatives
• Preferred: experience with learning platforms, AI-native design patterns, multi-property experience consolidation, or brand-driven design systems

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.

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 [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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