Sr. Staff Product Designer, Mobile Experience Strategy & Systems

ServiceNow•Santa Clara, CA

3h•$190,900 - $334,100

About The Position

ServiceNow is seeking a Senior Staff Product Designer to define and advance a coherent, high-quality mobile experience across the company. The role establishes strategy, principles, shared patterns, and quality standards connecting Adaptive experiences with native iOS and Android experiences. It works across Platform and business units to identify shared customer needs, address fragmented approaches, and help teams create purposeful, consistent, accessible experiences suited to each surface. This senior individual-contributor role combines systems thinking, mobile product strategy, interaction-design leadership, and hands-on design direction. The designer will create reference experiences and reusable patterns, guide high-priority work, and establish practices that enable teams to make strong mobile decisions independently. The role partners with product designers, design-system teams, Product, Engineering, Research, and business-unit leaders, while remaining accountable for the coherence and quality of the end-to-end mobile experience. It has company-wide influence and requires expertise in adaptive and native mobile design, strong product and interaction judgment, and the ability to align teams in a complex, federated organization without relying on formal authority. The role owns the cross-company mobile experience vision and design strategy; the framework for choosing and coordinating Adaptive and native approaches; shared patterns, standards, and quality criteria; reference experiences and prototypes; cross-product audits and strategic recommendations; mobile best practices and enablement; and identification and prioritization of systemic mobile experience gaps. Product teams retain ownership of product-specific strategy, customer and business outcomes, feature design and delivery, requirements, roadmaps, and validation with their users. The role shares accountability with those teams for coherent experiences across surfaces, reusable patterns and platform capabilities, quality, resolving systemic gaps, and improving reuse without limiting necessary innovation.

Requirements

10+ years of experience in product design, mobile experience design, design systems, interaction design, or a related discipline.
Demonstrated experience setting mobile product or experience strategy across multiple products, platforms, or business areas.
Deep expertise designing both native iOS and Android experiences and adaptive or responsive mobile experiences.
Exceptional interaction-design and systems-thinking skills, with a portfolio showing complex mobile workflows and reusable patterns.
Strong understanding of Apple Human Interface Guidelines, Material Design, mobile accessibility standards, and modern mobile-platform conventions and capabilities.
Experience determining when experiences should be native, adaptive, responsive, or coordinated across multiple surfaces.
Ability to translate customer and product needs into principles, frameworks, patterns, standards, and actionable design direction.
Demonstrated success influencing senior design, product, and engineering partners across a complex, matrixed organization.
Experience creating prototypes and reference experiences that clarify strategy, behavior, and design intent.
Strong understanding of enterprise workflows, platform products, shared services, and the challenges of designing for complex or regulated environments.
Experience using research, analytics, audits, and qualitative evidence to identify systemic opportunities and measure progress.
Excellent communication, facilitation, storytelling, and critique skills across practitioner and executive audiences.
Demonstrated ability to mentor designers and raise craft and strategic capability without formal management authority.

Nice To Haves

Experience working in a federated design organization or with an enterprise design system serving multiple business units.
Experience with workflow, productivity, enterprise SaaS, field-service, employee, or operational mobile products.
Familiarity with offline-first experiences, push notifications, deep linking, device permissions, authentication, security, and device-specific capabilities.
Experience designing AI-assisted or agentic mobile experiences, including patterns for trust, control, confirmation, interruption, and proactive assistance.
Familiarity with mobile development constraints and frameworks such as SwiftUI, Jetpack Compose, React Native, Flutter, or adaptive web technologies.
Experience establishing mobile governance, contribution models, or communities of practice at scale.

Responsibilities

Define the enterprise mobile experience vision and multi-year strategy across Adaptive and native platforms.
Establish principles for deciding when experiences should be adaptive, native, shared, or coordinated across surfaces.
Translate company, platform, and design-system priorities into a focused mobile experience roadmap and identify high-value opportunities for mobile.
Represent mobile strategy in senior design, product, engineering, and platform forums, and align leaders around priorities, dependencies, investment, and success measures.
Identify recurring mobile workflows, interaction models, and customer needs across products and business units.
Define reusable patterns for common enterprise mobile workflows, including navigation, search, approvals, tasks, notifications, data entry, record interaction, collaboration, offline and interrupted work, and AI-assisted actions.
Establish relationships among shared patterns, Adaptive capabilities, native conventions, and product-specific needs, while allowing intentional variation where appropriate.
Account for devices, form factors, input methods, orientations, operating-system behaviors, connectivity conditions, and user contexts in mobile patterns.
Partner with design-system designers and engineers to turn validated patterns into reusable guidance, assets, and system capabilities.
Define mobile quality criteria covering usability, interaction, visual craft, perceived performance, accessibility, resilience, and platform appropriateness.
Create reference experiences, prototypes, and exemplars that demonstrate intended behavior and quality.
Provide strategic design direction and hands-on critique for high-impact mobile initiatives.
Lead cross-product reviews and audits to identify fragmentation, redundant solutions, system gaps, and opportunities for reuse.
Help teams resolve complex mobile interaction problems while preserving product-team ownership and delivery responsibilities.
Develop principles for continuity across desktop, Adaptive, and native experiences, including what should remain consistent and what should follow native platform behavior.
Guide teams through tradeoffs involving reach, speed, fidelity, device capabilities, performance, accessibility, maintainability, and customer expectations.
Identify gaps in Adaptive and native platform capabilities and translate them into prioritized system and platform needs.
Partner with engineering and product leaders to ensure design intent is feasible, scalable, and supported by the platform.
Define mobile experience principles, interaction standards, design guidance, and decision frameworks.
Establish guidance for touch interaction, gestures, hierarchy, density, input, feedback, motion, permissions, device capabilities, error recovery, and edge cases.
Embed accessibility, localization, responsive behavior, privacy, trust, and inclusive design into mobile standards.
Keep standards current as device ecosystems, operating-system conventions, AI interaction models, and customer expectations evolve.
Create playbooks, decision tools, pattern guidance, workshops, demonstrations, and other resources to help teams design high-quality mobile experiences.
Coach designers and cross-functional teams, facilitate working sessions, and help design leaders strengthen mobile craft and assess capability gaps.
Build a mobile design community of practice connecting practitioners across Platform and business units.
Partner with Research, Product, Analytics, and customer-facing teams to understand mobile contexts, unmet needs, adoption barriers, and workflow opportunities.
Establish an ongoing view of mobile experience quality across the product portfolio.
Use customer evidence, product data, competitive analysis, design audits, and team feedback to prioritize improvements.
Define measures for mobile usability, adoption, task success, satisfaction, consistency, reuse, accessibility, and experience quality.
Communicate insights, progress, risks, and recommendations to design and cross-functional leadership.