Full-Time Sr. Manager, Product Design, Customer & Partner Experience

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.

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.

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.

• 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
• Assist in conducting user needs assessment, task analysis and develop user profiles
• 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
• 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

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 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
• An inspiring portfolio demonstrating the ability to lead teams and distill complex problems into elegant, holistic solutions
• Experience in leading teams who are developing frameworks and principles to standardize and guide cross-team work
• A growth mindset, actively broadening areas of inquiry and learning, and seeking new opportunities and challenges.

• BA/BS degree or higher in Design, Design Communication, Human-Computer Interaction, or equivalent
• Experience participating in the complete product development lifecycle of web and/or software applications.
• Experience leading user experience design teams in a software-first setting

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