Director, Product Design, AI Transformation

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 & 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 workflows
• Partner with customer executives and senior stakeholders to translate business objectives into cohesive, scalable design strategies
• Champion design research, workshops, and discovery sessions - ensuring teams surface deep user needs, pain points, and opportunities
• Define and apply design principles and frameworks that guide implementation across large-scale transformation initiatives
• Drive 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 presentations
• Deliver executive-level presentations that communicate vision, build stakeholder alignment, and influence product direction
• Ensure 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 growth
• Set design quality standards, establish team norms, and provide hands-on guidance to ensure excellence across all customer engagements
• Build and scale collaborative practices across cross-functional forward deployment teams including developers, product managers, and solution architects
• Create 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 team
• Own the team's prototyping practice - ensuring initiatives validate concepts and de-risk implementation decisions at speed
• Lead 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 level
• Navigate complex organizational dynamics and build consensus among diverse stakeholder groups
• Translate technical constraints and opportunities into strategic design solutions
• Partner closely with Forward Deployed Engineers on customer engagements to align design and technical execution
• Own relationships with key stakeholders across 5-6 marquee customers, ensuring long-term partnership health
• Drive high customer satisfaction outcomes and measurable deployment success
• Travel up to 65% of the year for customer and on-site visits

Qualifications
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 scale
• 10+ years in a customer-facing, consulting, or forward deployment capacity
• 8+ years managing and developing design teams
• Proven track record of defining and implementing experience strategies for enterprise software and AI product design solutions
• Portfolio demonstrating strategic thinking, visual communication excellence, and hands-on design leadership
• Strong facilitation and executive presentation skills, with demonstrated ability to influence at the C-suite level
• Fluency in design tools, including Figma; proficiency in PowerPoint and Keynote for executive storytelling
• Track record of building efficient, scalable design processes across design, development, deployment, and release workflows
• Experience with customer partnerships and enterprise engagements in a forward-deployed or embedded capacity
• Expertise with AI governance, compliance, and enterprise security practices
• Experience integrating AI into work processes, decision-making, or problem-solving - including AI-powered tools, workflow automation, or AI-driven insights
• Previous 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 experience
• Experience with ServiceNow platform or enterprise workflow platforms
• Background in product design methodologies and frameworks
• Knowledge of accessibility standards and inclusive design practices
• Familiarity 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.
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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