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 design, with a track record of leading design at enterprise scale
10+ years in a customer-facing, consulting, or forward deployment capacity
8+ years managing and developing design teams
Proven track record of defining and implementing experience strategies for enterprise software and AI product design solutions
Portfolio demonstrating strategic thinking, visual communication excellence, and hands-on design leadership
Strong facilitation and executive presentation skills, with demonstrated ability to influence at the C-suite level
Fluency in design tools, including Figma; proficiency in PowerPoint and Keynote for executive storytelling
Track record of building efficient, scalable design processes across design, development, deployment, and release workflows
Experience with customer partnerships and enterprise engagements in a forward-deployed or embedded capacity
Expertise with AI governance, compliance, and enterprise security practices
Experience integrating AI into work processes, decision-making, or problem-solving — including AI-powered tools, workflow automation, or AI-driven insights
Previous experience in management consulting or professional services

Basic Qualifications

BA/BS degree or higher in Design, Design Communication, Human-Computer Interaction, or equivalent combination of education and experience
Experience with ServiceNow platform or enterprise workflow platforms
Background in product design methodologies and frameworks
Knowledge of accessibility standards and inclusive design practices
Familiarity with Agile methodologies

For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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