Staff Product Designer, AI Transformation

ServiceNow•Santa Clara, CA

1d•Remote

About The Position

Join the Experience (UX) team to build AI-powered design solutions, tackle mission-critical problems, and embed with customers to create real-world impact. As a Staff Product Designer, AI Transformation (Forward Deployment), who embeds directly with clients to design, customize, and deploy software, you will bridge the gap between product capability and real-world user needs through rapid prototyping. You'll define and drive experience-led strategies across ServiceNow deployments, working directly with users, forward-deployed engineers, and architects to shape transformative digital experiences that drive adoption and deployment success. During on-site visits, you'll convert complex requirements into functional UI/UX and technical workflows. This role is ideal for designers who thrive at the intersection of strategic vision and hands-on execution. Learn more about our team here: https://www.linkedin.com/company/servicenow/life/userexperience/.

Requirements

8+ years of product design experience with 5+ years in a customer-facing or consulting capacity
Portfolio demonstrating end-to-end, user-centered design solutions, hands-on prototyping work, and strategic thinking
Expert proficiency in Figma and design tooling to create high-fidelity solutions that enforce consistency, usability, and accessibility
Strong facilitation and presentation skills with stakeholders at all levels, with the ability to build trust through clear and open communication
Growth mindset with a track record of strengthening skills through complex, varied assignments
Ability to travel to customer sites up to 65%

Nice To Haves

BA/BS or higher in Design, Design Communication, HCI, or a related field — or equivalent experience
Experience with ServiceNow or similar enterprise workflow and low-code/no-code platforms
Background in product design methodologies, accessibility standards, and inclusive design practices
Familiarity with Agile methodologies and iterative delivery environments
Previous experience in management consulting or professional services
Strategic Vision: Ability to see the big picture while understanding implementation details
Visual Communication: Exceptional ability to communicate complex ideas through compelling artifacts in Figma
Customer Empathy: Deep understanding of customer needs and organizational challenges
Adaptability: Thrive in ambiguous, fast-paced environments with shifting priorities
Collaboration: Build strong relationships across disciplines and organizational levels
Technical Fluency: Understand technical constraints and possibilities without being a developer

Responsibilities

Define and articulate experience-led strategies for complex ServiceNow deployments across multiple products and workflows
Partner with customer executives and stakeholders to translate business objectives into cohesive design strategies
Conduct design research, workshops, and discovery sessions to understand user needs, pain points, and opportunities
Apply design principles and frameworks that guide implementation across large-scale transformation initiatives
Contribute to thought leadership through case studies, presentations, or publications
Facilitate collaborative design sessions with cross-functional forward deployment teams including developers, product managers, and solution architects
Create high-impact artifacts including experience maps, service blueprints, journey maps, and design strategy presentations
Produce compelling visual narratives that make complex technical solutions accessible and inspiring
Establish rapid prototyping workflows with your team
Direct rapid prototyping initiatives that validate concepts and de-risk implementation decisions
Work hands-on with prototyping teams to create interactive demonstrations of future-state experiences
Establish efficient workflows for iterative design and validation cycles
Present prototypes to customers and synthesize feedback into actionable design refinements
Build trusted partnerships with key stakeholders across a portfolio of marquee customers, navigating complex organizational dynamics to drive alignment and consensus
Translate technical constraints and opportunities into concrete, actionable design solutions that balance user needs with business and technical requirements
Partner with Customer Excellence, Expert Services, and potentially Forward-Deployed Engineering teams to ensure designs are functional and production-ready
Serve as the bridge between client users and internal teams, integrating real-world feedback to continuously improve core product
Drive high customer satisfaction and successful deployment outcomes through strong communication and hands-on collaboration