Staff Product Designer, AI Transformation

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Team & Role:

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/.

What you get to do in this role:

Strategic Experience Design 

• 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 

Hands-On Vision Communication 

• 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 

Rapid Prototyping & Validation 

• 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 

Customer Partnership 

• 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
• Travel up to 65% of the year for customer and on-site visits

Qualifications

Basic Qualifications:

• 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 assignment