Staff Product Designer, Customer & Partner Experience (CPEX)

ServiceNow•San Diego, CA

9d•$149,800 - $262,200•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 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. This is not a standard product design role. Designing for content 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.

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).
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.

Nice To Haves

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.
Ability to articulate UX architecture frameworks that translate platform conventions into cohesive adjacent web experiences.
Strategic communicator.
Experience with learning platforms, AI-native design patterns, multi-property experience consolidation, or brand-driven design systems.

Responsibilities

Owning the customer's experience of finding, navigating, and using content across dozens of sources, teams, and systems.
Designing for content at scale, requiring fluency in large-scale content architecture, fragmented content libraries, structured content systems, cross-property consolidation, and AI-mediated retrieval design.
Participating in the complete product development lifecycle of web and/or software applications.
Leading teams through rapid iteration, managing feedback loops, and maintaining quality amid parallel workstreams.
Presenting design thinking to senior stakeholders.
Refining scope through clarifying questions.
Advocating for user-centered approaches.
Synthesizing research insights and user feedback into actionable design direction and vision refinements.