Staff Product Designer, Customer & Partner Experience (CPEX)

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Team & Role:

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. 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.

Learn more about our team here: https://www.linkedin.com/company/servicenow/life/userexperience/

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. 

Qualifications

Preferred Qualifications:

• 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 leading teams through rapid iteration, managing feedback loops, and maintaining quality amid parallel workstreams 

• Ability to articulate UX architecture frameworks that translate platform conventions into cohesive adjacent web experiences 

• Strategic communicator who presents design thinking to senior stakeholders, refines scope through clarifying questions, and advocates for user-centered approaches 

• Ability to synthesize research insights and user feedback into actionable design direction and vision refinements 

• 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 

• Preferred: experience with learning platforms, AI-native design patterns, multi-property experience consolidation, or brand-driven design systems 

Basic Qualifications:

• 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) 

For positions in this location, we offer a base pay of $149,800 - $262,200, 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.

Additiona