Senior Director Product Design

Job 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.

The Experience (EX) team is a global collective of passionate, diverse individuals united by a bold mission: to create product experiences that people truly love. We bring together the power of user insights, product expertise, clear content, creativity, craft, and AI to unlock human potential. Our work shapes experiences that drive simplicity, cohesion, productivity, and engagement—empowering users to accomplish their most important work on the world’s most intelligent platform. 

India plays a vital role in this mission. The India EX organization is a vibrant part of our global team, representing 30% of our overall organization. Based in India is a talented mix of designers, researchers, product content and operations professionals who lead with curiosity and craft, driving innovation and delivering lovable, impactful product experiences at scale. 

Technology Workflows at ServiceNow empowers organizations around the world with an AI platform to run all aspects of their entire technology ecosystem (any service, application, asset, and data source). Encompassing planning, building, delivering, supporting, securing, and governing: we provide an end-to-end complete and seamless solution.

Our team spans multiple product areas: 

• Strategic Portfolio Management (SPM): Develop strategy, create roadmaps, manage development and delivery

• IT Service Management (ITSM): Manage incidents and requests

• IT Operations Management (ITOM): Monitor all technical systems, manage events and alerts

• Asset Management: Control cost and inventory of all software, hardware, and physical assets

• Security: Monitor and manage all technical systems for security incidents and vulnerabilities

• Risk: Monitor and manage risk and compliance for all technical systems including AI deployment

• Data Foundations: Collect and characterize profiles of every part of the technology ecosystem in a central massively-interconnected data repository

Together, we are transforming how the world’s largest organizations develop, monitor, support, and secure their technology ecosystems to supercharge their business.

Job Description

What you get to do in this role: 

​You will play a pivotal role in shaping the future of user experience across our global platform—anchored in India. This is a high-impact leadership position where you’ll champion design excellence, drive innovation, foster cultural cohesion, and lead team growth at scale.

As a senior member of the global design leadership team and a core representative of Technology Workflows Design within the India EX Leadership group, you'll lead and mentor a team of 35+ designers, including 4 design managers. You'll foster a culture rooted in creativity, collaboration, and excellence.

Design Leadership & Vision

• Define and drive UX vision and strategy for Technology Workflow products, ensuring best-in-class user experiences across desktop, mobile, and emerging modalities.

• Champion user-centered design, design thinking, and AI-driven experiences that improve productivity and customer satisfaction.
• Raise the bar for design quality across interaction design, visual design, and multimodal experiences.
• Stay ahead of industry trends, emerging technologies, and AI innovations to inform strategy, define a forward-looking vision for the team, and instill a strong product mindset in the design organization.

People & Organizational Leadership

• Directly manage and mentor 3 design managers, fostering leadership growth and cross-functional collaboration.
• Attract, grow, and retain top product design talent in India, building a high-performing and engaged team.

• Partner closely with global UX leaders to drive alignment and cohesion across Technology Workflows and the broader ServiceNow ecosystem.

Strategic Collaboration

• Work closely with Product, Engineering, Content, and Research to shape product strategy and execution.
• Ensure UX is a strategic driver of business impact by aligning design efforts with customer needs and company goals.
• Advocate for the user while balancing business objectives, technical feasibility, and product scalability.

Execution & Operational Excellence

• Oversee the design process from research and ideation to execution and delivery.
• Partner with teams on roadmap planning, user research, and usability testing to validate and refine solutions.
• Maintain high design standards and ensure consistency across products by contributing to and evolving ServiceNow’s Design System.

Qualifications

To be successful in this role, you have:

• 12+ years of experience in Product Design, UX, or related fields, with 5+ years leading and developing teams

• Proven success in hiring, mentoring, and growing design leaders and high-performing teams.
• Experience designing for large-scale enterprise software, with prior consumer experience as a plus.

• Expertise in enterprise IT, IT Service Management (ITSM), IT Operations Management (ITOM), cybersecurity, or related IT domains is highly desirable.

• Deep understanding of AI-driven and multimodal experiences across web, mobile, and emerging technologies.
• Ability to distill complex problems into intuitive, elegant design solutions.
• Strong storytelling, communication, and stakeholder management skills to influence at all levels.
• Obsessed with UX excellence, execution rigor, and pixel-perfect polish.

Basic Qualifications:

• Bachelor’s degree (or equivalent experience) in Interaction Design, Human-Computer Interaction, Psychology, or related fields.

• Enterprise product design experience, with a strong portfolio showcasing strategic thinking and impact.
• Experience working cross-functionally in a fast-paced, agile environment.
• Strong verbal and written English communication skills.

• Willingness to travel up to 20%, including travel to the U.S.

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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