About this role
Team & Rolse
Join the Experience team to build AI-powered design solutions, tackle mission-critical problems, and embed with customers to create real-world impact.
As a Director of Product Design for AI Transformation (Forward Deployment), you will embed directly with strategic clients to design, customize, and deploy software at scale. You and your team will bridge the gap between product capability and real-world user needs — working on-site to convert complex user requirements into functional UI/UX and technical workflows, ensuring successful product adoption and deployment outcomes.
As a hands-on design leader, you will define the vision, craft compelling artifacts, guide implementation teams, and inspire stakeholders. You will lead rapid prototyping design teams that turn abstract concepts into tangible product experiences.
What You'll Do
Strategic Experience Design
Visualize and articulate experience-led strategies for complex ServiceNow deployments across multiple products and workflowsPartner with customer executives and senior stakeholders to translate business objectives into cohesive, scalable design strategiesChampion design research, workshops, and discovery sessions — ensuring teams surface deep user needs, pain points, and opportunitiesDefine and apply design principles and frameworks that guide implementation across large-scale transformation initiativesDrive thought leadership externally through case studies, executive presentations, and industry publications
Vision Communication & Executive Influence
Define high-impact artifacts including experience maps, service blueprints, journey maps, and design strategy presentationsDeliver executive-level presentations that communicate vision, build stakeholder alignment, and influence product directionEnsure teams produce compelling visual narratives that make complex technical solutions accessible and inspiring
Leadership & Team Development
Lead and mentor teams of designers in rapid concept development, quality execution, and professional growthSet design quality standards, establish team norms, and provide hands-on guidance to ensure excellence across all customer engagementsBuild and scale collaborative practices across cross-functional forward deployment teams including developers, product managers, and solution architectsCreate an environment of psychological safety where designers can take creative risks and iterate boldly
Rapid Prototyping & Validation
Establish and continuously improve rapid prototyping workflows across the teamOwn the team's prototyping practice — ensuring initiatives validate concepts and de-risk implementation decisions at speedLead customer-facing prototype reviews and synthesize feedback into clear, actionable design direction for the team
Customer Partnership
Act as a trusted design advisor to customers throughout their ServiceNow journey, engaging at the VP and C-suite levelNavigate complex organizational dynamics and build consensus among diverse stakeholder groupsTranslate technical constraints and opportunities into strategic design solutionsPartner closely with Forward Deployed Engineers on customer engagements to align design and technical executionOwn relationships with key stakeholders across 5–6 marquee customers, ensuring long-term partnership healthDrive high customer satisfaction outcomes and measurable deployment successTravel up to 65% of the year for customer and on-site visits
Preferred Qualifications
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.15+ years of experience in product design, with a track record of leading design at enterprise scale10+ years in a customer-facing, consulting, or forward deployment capacity8+ years managing and developing design teamsProven track record of defining and implementing experience strategies for enterprise software and AI product design solutionsPortfolio demonstrating strategic thinking, visual communication excellence, and hands-on design leadershipStrong facilitation and executive presentation skills, with demonstrated ability to influence at the C-suite levelFluency in design tools, including Figma; proficiency in PowerPoint and Keynote for executive storytellingTrack record of building efficient, scalable design processes across design, development, deployment, and release workflowsExperience with customer partnerships and enterprise engagements in a forward-deployed or embedded capacityExpertise with AI governance, compliance, and enterprise security practicesExperience integrating AI into work processes, decision-making, or problem-solving — including AI-powered tools, workflow automation, or AI-driven insightsPrevious experience in management consulting or professional services
Basic Qualifications
BA/BS degree or higher in Design, Design Communication, Human-Computer Interaction, or equivalent combination of education and experienceExperience with ServiceNow platform or enterprise workflow platformsBackground in product design methodologies and frameworksKnowledge of accessibility standards and inclusive design practicesFamiliarity with Agile methodologies
For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. 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 the geographic location in which the role is located and is subject to change based on work location.
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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