Director, Product Design, Customer & Partner Experience

ServiceNow•Santa Clara, CA

2d•Hybrid

About The Position

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.

Requirements

Experience working collaboratively with product, engineering, design, content and user research teams
Enterprise or consumer product design experience
Bachelor’s Degree (or equivalent experience) in visual design, interaction design, human interaction sociology, psychology, or related disciplines.

Nice To Haves

10+ years of experience in product or interaction design
5+ 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
Experience building and maintaining Design Systems, developing scalable cross-platform UX architectures, and integrating design systems into AI-native design workflows
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

Responsibilities

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.