Director, Product Design, Employee 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

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 create product experiences they love. Our designers come from a diverse set of skills and backgrounds – product design, visual, interaction, content, and design systems. 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/    

Team:  

This role, within Core Business Services Workflow, oversees the ServiceNow Employee Experiences product area, which includes Unified Employee Experience and Workplace Services. We are a tight-knit team, working together to revolutionize workplace collaboration and productivity for some of the largest companies in the world. We are leveraging AI and our unified platform to drive productivity, employee and business success with features like employee self-service portals, automated workflows, and feedback systems to optimize their experience. 

What you get to do in the role:  

• Utilize your full range of people management skills, product strategy, product design, interaction design and visual design skills  
• Inspire your team to deliver innovating experiences; collaborating with partners and stakeholders to drive alignment on product design vision  
• Oversee a portfolio of products, while acting as a mentor & manager to the team 
• Work with your peers to ensure a unified and cohesive experience across the ServiceNow ecosystem  
• Collaborate with our Product teams to deliver great UX innovating on the future of work.  
• Lead 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  
• Rapidly iterate theoretical task scenarios, navigation map, flow, and state-transition diagrams to document design decisions  
• Ensure a cohesive experience across the mobile, desktop and future modalities 
• Participate in documentation development process such as user experience specifications, testing and evaluation  

Qualifications

Preferred Qualifications:   

• 10+ years of experience in Product Design or related fields
• 5+ years of leadership experience, including hiring and developing managers and individual contributors 
• User-centered design methods to craft industry-leading user experiences—from concept to execution  
• Experience working on large tech enterprise systems at scale. Prior consumer experience is a plus 
• Prior experience defining and delivering on the #futureofwork 
• Ability to lead design teams in omnichannel (desktop, mobile, OS-level extensions and widgets, watch, voice, etc.) 
• 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 excellence; and attention to detail 
• Ability to 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 product design experience  
• Bachelor’s Degree (or equivalent experience) in visu