Director, Product Design, 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 & Rolse

Join the Experience team to build AI-powered design solutions, tackle mission-critical problems, and embed with customers to create real-world impact.

As a Director of Product Design for AI Transformation (Forward Deployment), you will embed directly with strategic clients to design, customize, and deploy software at scale. You and your team will bridge the gap between product capability and real-world user needs — working on-site to convert complex user requirements into functional UI/UX and technical workflows, ensuring successful product adoption and deployment outcomes.

As a hands-on design leader, you will define the vision, craft compelling artifacts, guide implementation teams, and inspire stakeholders. You will lead rapid prototyping design teams that turn abstract concepts into tangible product experiences.

What You'll Do

Strategic Experience Design

• Visualize and articulate experience-led strategies for complex ServiceNow deployments across multiple products and workflows
• Partner with customer executives and senior stakeholders to translate business objectives into cohesive, scalable design strategies
• Champion design research, workshops, and discovery sessions — ensuring teams surface deep user needs, pain points, and opportunities
• Define and apply design principles and frameworks that guide implementation across large-scale transformation initiatives
• Drive thought leadership externally through case studies, executive presentations, and industry publications

Vision Communication & Executive Influence

• Define high-impact artifacts including experience maps, service blueprints, journey maps, and design strategy presentations
• Deliver executive-level presentations that communicate vision, build stakeholder alignment, and influence product direction
• Ensure teams produce compelling visual narratives that make complex technical solutions accessible and inspiring

Leadership & Team Development

• Lead and mentor teams of designers in rapid concept development, quality execution, and professional growth
• Set design quality standards, establish team norms, and provide hands-on guidance to ensure excellence across all customer engagements
• Build and scale collaborative practices across cross-functional forward deployment teams including developers, product managers, and solution architects
• Create an environment of psychological safety where designers can take creative risks and iterate boldly

Rapid Prototyping & Validation

• Establish and continuously improve rapid prototyping workflows across the team
• Own the team's prototyping practice — ensuring initiatives validate concepts and de-risk implementation decisions at speed
• Lead customer-facing prototype reviews and synthesize feedback into clear, actionable design direction for the team

Customer Partnership

• Act as a trusted design advisor to customers throughout their ServiceNow journey, engaging at the VP and C-suite level
• Navigate complex organizational dynamics and build consensus among diverse stakeholder groups
• Translate technical constraints and opportunities into strategic design solutions
• Partner closely with Forward Deployed Engineers on customer engagements to align design and technical execution
• Own relationships with key stakeholders across 5–6 marquee customers, ensuring long-term partnership health
• Drive high customer satisfaction outcomes and measurable deployment success
• Travel up to 65% of the year for customer and on-site visits

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.
• 15+ years of experience in product d