Sr. Manager, Product Design, Customer & Partner Experience

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 
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 Experience Design (EX) team that uses their superpower of empathizing, understanding, and applying our users’ and customers’ needs, with the mission to create product experiences they love. Our designers come from a diverse set of skills and backgrounds - 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/    

As part of the Customer and Partner Experience team, you will help lead design across a variety of products that enable our users to get the most out of the ServiceNow platform, giving them access to tools and information that empower and inform. You will work with integrated and cross-functional teams to innovate the way our customers utilize the ServiceNow platform while ensuring we operate as an efficient, unified team. We are looking for a design leader to help imagine the future of our experiences, leading with a nimble and strategic mindset while solving complex problems at enterprise scale.  

What you get to do in this role:  

• Oversee a portfolio of products, while acting as a mentor and manager to Designers  
• Work closely with Business, Product and Engineering from strategic definition, planning, architecture, and innovation through tactical execution of the Product Roadmaps   
• Work with your peers to ensure a unified and cohesive experience across the ServiceNow ecosystem   
• Bring an AI-native mindset to the design process, bringing speed and efficiency to continuously improve and modernize ways of working, within design and with partner teams 
• Assist in conducting user needs assessment, task analysis and develop user profiles; identify key tasks for user research, competitive analysis and user testing, develop usability plans   
• Develop high level task flow content and then use storyboards and other design documents to communicate concepts and vision to others   
• Lead your team through rapid iteration of theoretical task scenarios, navigation map, flow, and state-transition diagrams to document design decisions   
• Oversee, guide, and ensure quality and excellence across your team's work: UI and UX, detailed mockups, prototypes and behavior specifications   
• Understand the company's Design Systems, encourage their application, and contribute to their further development and maintenance.   
• Participate in documentation development process such as user experience specifications, testing and evaluation  

Qualifications

Preferred Qualifications: 

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• 4+ years of experience managing people and/or leading design teams   
• 9+ years of experience in Product Design and/or Interaction Design field    
• Excellent teamwork, communication, and technical problem-solving skills to contribute to a multi-functional and multi-disciplined team   
• An inspiring portfolio demonstrating the ability to lead teams and distill complex problems into elegant, holistic solutions based on human-centered design and research data   
• Experience in leading teams who are developing frameworks and principles to standardize and guide cross-team work and successfully bring a product design from conception to launch with minimal supervision.   
• A growth mindset, actively broadening areas of inquiry and learning, and seeking new opportunities and challenges.