Director, Product Design, Customer & Partner Experience

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. 

What you get to do in this role:   
•    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. 

Qualifications

Preferred Qualifications:   
•    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 
  
Basic Qualifications:    
•    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. 
 
For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.