Manager, Product Design, Customer & Partner Experience

ServiceNow•Santa Clara, CA

40d

About The Position

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. 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.

Requirements

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).
Ability to understand and distill complex problems into clean solutions.
Excellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functionalâ¯and multi-disciplined team.
Expected to demonstrate a high level of initiative, good sense of humor, and a "make it work" ethos.

Nice To Haves

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.

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, fromâ¯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.