ServiceNow
Director, Product Design, Customer & Partner Experience
ServiceNow, Santa Clara, California, us, 95053
Overview
Director, Product Design, Customer & Partner Experience This role is part of our Product Design team that uses empathy to understand our users, customers and partners’ needs, with the mission to create product experiences they love. Our designers come from diverse skills and backgrounds including design systems, visual, interaction, content, and product design. At ServiceNow, design has an intentional seat at the table and collaborates closely with engineering and product management from the start. Learn more about our team here: https://www.linkedin.com/company/servicenow/life/userexperience/ Customer & Partner Experience Team
This position within Customer & Partner Experience is responsible for designing the ServiceNow digital experiences that Customers and Partners utilize to learn about, adopt, support, and maximize the value of their ServiceNow solutions. The team collaborates to drive customer value and success through AI-native and self-serve digital experiences in portals including Developer, University, Store, Partner Portal, Documentation, Best Practices Library, Universal Profile, and MyNow. What You Get To Do In This Role
Drive and implement the vision for a consistent user experience across portals and platforms (desktop, mobile) Bring an AI-native mindset to your work – build with AI tools to design and pioneer AI-native user experiences Oversee a portfolio of products, while acting as a mentor and manager to a team of designers Work with your Design peers to ensure a unified and cohesive experience across the ServiceNow ecosystem Collaborate with our Product teams to deliver great UX that will revolutionize workplace collaboration and productivity for some of the largest companies in the world Lead user needs assessment, task analysis and develop user profiles; identify key tasks for user research, competitive analysis and user testing, develop usability plans Develop high level task flow content and then use storyboards and other design documents to communicate concepts and vision to others Rapidly iterate theoretical task scenarios, navigation map, flow, and state-transition diagrams to document design decisions Participate in documentation development process such as user experience specifications, testing and evaluation Qualifications
Basic Qualifications: Bachelor’s Degree (or equivalent experience) in visual design, interaction design, human interaction sociology, psychology, or related disciplines. Preferred Qualifications 8+ years of experience in product or interaction design 3+ years of experience managing design teams Ability to understand and distill complex problems into an easy-to-use and delightful experience. Excellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functional and multi-disciplined team Obsessed with the relentless pursuit of UX craft excellence, and attention to detail Ability to work inside an iterative and agile development environment within a complex, matrixed organization Excellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functional and multi-disciplined team Obsessed with the relentless pursuit of UX perfection working inside an iterative and agile development environment Expected to demonstrate a high level of initiative, good sense of humor, and a “make it work” ethos Experience with Design Systems (building, maintaining) and developing scalable cross-platform UX architectures Compensation and Benefits
For positions in this location, we offer a base pay of $217,500 - $380,700, plus equity (when applicable), variable/incentive compensation and benefits. 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 geographic location and may vary by qualifications, skill level, competencies, and work location. We also offer a flexible work environment and related programs where applicable. Inclusion and Compliance
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. Applicants with arrest or conviction records will be considered 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. 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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Director, Product Design, Customer & Partner Experience This role is part of our Product Design team that uses empathy to understand our users, customers and partners’ needs, with the mission to create product experiences they love. Our designers come from diverse skills and backgrounds including design systems, visual, interaction, content, and product design. At ServiceNow, design has an intentional seat at the table and collaborates closely with engineering and product management from the start. Learn more about our team here: https://www.linkedin.com/company/servicenow/life/userexperience/ Customer & Partner Experience Team
This position within Customer & Partner Experience is responsible for designing the ServiceNow digital experiences that Customers and Partners utilize to learn about, adopt, support, and maximize the value of their ServiceNow solutions. The team collaborates to drive customer value and success through AI-native and self-serve digital experiences in portals including Developer, University, Store, Partner Portal, Documentation, Best Practices Library, Universal Profile, and MyNow. What You Get To Do In This Role
Drive and implement the vision for a consistent user experience across portals and platforms (desktop, mobile) Bring an AI-native mindset to your work – build with AI tools to design and pioneer AI-native user experiences Oversee a portfolio of products, while acting as a mentor and manager to a team of designers Work with your Design peers to ensure a unified and cohesive experience across the ServiceNow ecosystem Collaborate with our Product teams to deliver great UX that will revolutionize workplace collaboration and productivity for some of the largest companies in the world Lead user needs assessment, task analysis and develop user profiles; identify key tasks for user research, competitive analysis and user testing, develop usability plans Develop high level task flow content and then use storyboards and other design documents to communicate concepts and vision to others Rapidly iterate theoretical task scenarios, navigation map, flow, and state-transition diagrams to document design decisions Participate in documentation development process such as user experience specifications, testing and evaluation Qualifications
Basic Qualifications: Bachelor’s Degree (or equivalent experience) in visual design, interaction design, human interaction sociology, psychology, or related disciplines. Preferred Qualifications 8+ years of experience in product or interaction design 3+ years of experience managing design teams Ability to understand and distill complex problems into an easy-to-use and delightful experience. Excellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functional and multi-disciplined team Obsessed with the relentless pursuit of UX craft excellence, and attention to detail Ability to work inside an iterative and agile development environment within a complex, matrixed organization Excellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functional and multi-disciplined team Obsessed with the relentless pursuit of UX perfection working inside an iterative and agile development environment Expected to demonstrate a high level of initiative, good sense of humor, and a “make it work” ethos Experience with Design Systems (building, maintaining) and developing scalable cross-platform UX architectures Compensation and Benefits
For positions in this location, we offer a base pay of $217,500 - $380,700, plus equity (when applicable), variable/incentive compensation and benefits. 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 geographic location and may vary by qualifications, skill level, competencies, and work location. We also offer a flexible work environment and related programs where applicable. Inclusion and Compliance
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. Applicants with arrest or conviction records will be considered 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. 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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