Manager, Product Design, Customer & Partner Experience

ServiceNow is the AI control tower for business reinvention, bringing together AI, data, and workflows to help organizations work smarter, faster, and better. The Manager, Product Design, Customer & Partner Experience will lead and mentor UX designers while overseeing design programs for ServiceNow University and guiding user-centered digital experiences across the product lifecycle.

Responsibilities:

• Lead, mentor, and inspire a team of UX designers, fostering a collaborative, innovative, and high-performance design culture
• Set clear goals, priorities, and expectations for the team, ensuring alignment with product vision, company strategy, and user needs
• Guide designers through the full product lifecycle - from research and ideation to prototyping, testing, and delivery - while promoting best practices in UX design
• Provide regular feedback, coaching, and career development opportunities to grow individual skills and team capabilities
• Ensure effective collaboration between designers, product managers, engineers, researchers to deliver cohesive, user-centered solutions
• Collaborate cross-functionally with product management and engineering, from strategy definition, release planning, product architecture through tactical execution of product roadmaps
• Oversee the team’s use of Design Systems, encouraging consistency and scalability while driving contributions to system evolution
• Empower the team to distill complex problems into actionable design goals, guiding them through rapid iterations and informed decision-making
• Promote knowledge sharing and alignment across distributed design teams to strengthen impact and efficiency
• Deliver clear, compelling presentations to executives and key stakeholders that articulate the UX vision, product strategy, and design rationale
• Represent the design team in cross-functional leadership meetings, advocating for user needs and experience quality

Requirements:

• • BA/BS degree or higher in Design, Design Communication, Human-Computer Interaction, or equivalent combination of education and experience in other related fields
• • Experienceparticipatingin the complete product development lifecycle of web and/or software applications
• • Experience in user experience design or industry experience (corporate, software,webor agency)
• • 3+ years of experience managing people and/or leading design teams
• • 8+ years of experience in UX Design and/or Interaction Design field
• • Experience in integrating AI into work processes, driving decision-making, and using AI to solve problems
• • Strong skills and experience in Enterprise Design or for CRM products
• • A portfolio of work samplesrepresentingyour work and approach
• • Ability to understand and distill complex problems into clean solutions
• • Excellent teamwork, communication, and technical problem-solving skills to contributewithina multi-functionaland multi-disciplined team
• • Expected todemonstratea high levelof initiative, good sense of humor, and a make it work ethos