Manager, Product Designer, Digital Employee Experience

Company 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.
Job Description
Team and role:
We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.
Ultimately, we strive to make the world work better for our employees and customers. When you work in ServiceNow Digital Technology, you work for them.
About the role:
We're looking for a UX Manager to lead a team of talented designers working on ServiceNow's people products, HR tools, and data & analytics platforms. You'll champion design excellence while creating employee experiences that transform how our 23,000+ ServiceNow employees use essential workplace tools.
This role is unique: the solutions your team designs directly impact ServiceNow employees every day and help inform our customer-facing products. When we customize and improve ServiceNow's platform for our own needs, those insights feed back into products used by millions worldwide.
What you get to do in this role:
Lead and develop your team

• Manage, coach, and mentor a team of 4-6 UX Designers, fostering growth in craft, collaboration, and strategic thinking.

• Provide regular feedback, career guidance, and development opportunities aligned with individual goals and team priorities.

• Build a culture of innovation, inclusivity, and continuous learning.

Drive execution excellence

• Oversee design execution from discovery through delivery, keeping experiences intuitive, scalable, and aligned with the Now Platform.

• Ensure design work delivers measurable user value and business impact across people products, HR systems, and analytics tools.

• Guide your team through rapid iteration, distilling complex enterprise problems into clean, human-centered solutions.

• Champion design quality and consistency while encouraging innovation in new product areas.

Shape AI-enhanced experiences

• Drive adoption of AI design patterns, making sure they're thoughtfully integrated into workflows and deliver real value to users.

• Help your team spot opportunities where AI can improve decision-making, productivity, and user experiences.

• Collaborate with design system and platform teams to build reusable AI patterns that scale across ServiceNow.

Build influential partnerships

• Develop strong relationships with Technical Product, Business Product, and Engineering partners to align on priorities and shape product roadmaps.

• Collaborate across Experience Design, including strategy, research, content, accessibility, and design systems, to deliver well-rounded solutions.

• Act as a design advocate, communicating design rationale clearly and championing user needs in cross-functional discussions.

• Partner with data and analytics stakeholders to make sure design solutions surface insights effectively.

Advance design practice

• Support and inform UX strategy across your product portfolio, aligning with broader Digital Technology and business objectives.

• Promote end-to-end design thinking practices within your team and among product partners.

• Contribute to the evolution of the Digital Technology Experience Design engagement model.

• Work with design leadership and peers to deliver cohesive experiences across the ServiceNow employee ecosystem.

Qualifications
Basic qualifications:

• BA/BS degree or higher in Design, Design Communication, Human-Computer Interaction, or equivalent combination of education and experience in other related fields

• Experience participating in the complete product development lifecycle of web and/or software applications

• Experience in user experience design or leading design teams in a software-first environment (start-up, agency, or enterprise)

• Experience working in an agile or incremental development environment

• Experience working with design tools such as Figma, Miro, or similar collaboration platforms

Preferred qualifications:

• Experience using AI in product development or design practice, whether that's working with AI-powered tools, designing AI-driven features, or thinking critically about AI's role in user experiences

• 1+ years of experience managing people and/or leading design teams

• 7+ years of experience in Product Design and/or Interaction Design

• Strong relationship-building skills with a track record of influencing and advocating for design across teams

• Passion for growing and mentoring designers

• A portfolio that shows how you lead teams to solve complex problems with clean, user-centered solutions

• Strong skills in Interaction Design, Visual Design, and Information Architecture

• Excellent communication and collaboration skills, with the ability to explain design decisions and build alignment across different stakeholders

• Experience designing for enterprise HR systems, people analytics, or data visualization is a plus

• A growth mindset with initiative, adaptability, and a collaborative approach

• Experience creating accessible designs that meet WCAG 2.0/2.1 AA guidelines is a plus

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 [email protected] 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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