Director, Product Design, Customer & Partner Experience at ServiceNow

The role

This role is part of the Product Design team focused on leading the design and delivery of key digital properties like Product Documentation and ServiceNow University. You will shape the integrated user experience across the customer and partner portal ecosystem using AI-enhanced technology.

What you'll do

• Lead the design and delivery of Product Documentation and ServiceNow University properties.
• Define and implement a cohesive UX architecture across the entire portal ecosystem.
• Manage and mentor a team of designers while overseeing a diverse product portfolio.
• Collaborate with product and engineering teams to shape strategy and actionable roadmaps.
• Guide projects from strategic vision through detailed interaction design and execution.
• Pioneer AI-native experiences for customers and partners using advanced design tools.

What you'll bring

• At least ten years of experience in product or interaction design.
• Five or more years of experience managing and developing design teams.
• Proven expertise in building design systems and scalable UX architectures.
• Experience working in iterative and agile development within complex organizations.
• Bachelor degree in visual design or a related field of study.

Your impact

This role will drive the creation of AI-native self-service experiences that empower customers and partners to adopt and maximize ServiceNow solutions. By establishing consistent interaction patterns and a unified UX architecture, you will significantly improve findability and value across the entire digital ecosystem.