Director, Experience Design, GTM

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.

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. 

What you get to do in this role:

• Drive the Go to Market (GTM) XD team to deliver great user experiences that will revolutionize collaboration and productivity for our Sales and Operations teams 

• Directly lead a team of designers and/or managers to design high-quality, innovative, accessible tools that make our business work 

• Develop and drive XD strategy across a broad portfolio of GTM products 

• Drive GTM UX Design and XD vision in collaboration with other Experience Design leaders 

• Mentor and coach team in team leadership, design strategy, organizational dynamics and their individual craft 

• Promote and facilitate the adoption of end-to-end design thinking in developing our products 

• Promote and advance the discipline of Experience Design 

• Work closely with product management and engineering in XD ideation, innovation and delivery 

• Work with your peers to ensure a unified and cohesive experience across the Digital Technology and ServiceNow ecosystems  

• Ensure a seamless experience across desktop and mobile platforms, and beyond 

To be successful in this role you have:

• 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.

• At least 10 years’ experience in UX design  

• 5+ years of experience managing design teams, including managing managers  

• Exceptional ability to guide, lead, and mentor human-centered design best practices and methods 

• You are a leader and an effective communicator who can collaborate productively, bring clarity and priority to your team and drive quality 

• Enterprise sales product design experience or experience in design for industries or domains that are technical in nature 

• Inspiring case studies telling the story of you and your teams’ impact to build insanely great experiences  

• Demonstrated experience devising and executing a UX strategy 

• Ability to understand and distill complex, technical problems into elegant solutions  

• Bachelor’s Degree (or equivalent experience) in interaction design, human computer interaction, visual design, sociology, psychology, or related disciplines 

• Solid command of Figma, Axure and other design tools  

• Obsessed with the relentless pursuit of UX perfection working inside an iterative and agile development environment  

• Ability to work with minimal supervision in a fluid, fast-paced and truly agile environment  

• You can easily move between considering the forest and paying attention to the trees 

• High level of initiative, good sense of humor, and a “make it work” ethos  

• Able to travel up to 20% of the year 

• Experience in designing experiences compliant to WCAG 2.0/2.1 AA guidelines is a plus  

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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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