Director, Product Design, AI

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 — Service Now 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.

At Service Now, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products.

This role is part of our Product Design team that uses their superpower of empathizing, understanding, and applying our users’ and customers’ needs, with the mission to created product experiences they love. Our designers come from a diverse set of skills and background - design systems, visual, interaction, content, and product design. At Service Now, design has a very intentional seat at the table, so our team collaborates closely with both engineering and product management from the get-go.

Learn more about our team here

This role will sit on the AI Growth team which accelerates strategic adoption of AI across the enterprise by partnering with business units and product teams to drive innovation, usage, and responsibility. We align AI initiatives with platform and business goals, bridge silos between design, engineering, data science, and customer teams, and ensure cohesive frameworks for the AI future. We bring focus to proactive change management, onboarding, and education to boost engagement and deliver product-led growth.

Committed to ethical innovation, we lead responsible AI practices and governance in collaboration with internal and external stakeholders.

• Work collaboratively with our Product teams to deliver great UX that will revolutionize workplace collaboration and productivity for some of the largest companies in the world
• Change the way people work through design thinking and develop experiences using AI, Machine Learning and Mobile technology
• Oversee a portfolio of products, while acting as a mentor & manager to subordinates
• Work closely with Product and Engineering from strategic definition, planning, architecture, through tactical execution of the Product Roadmaps
• Work with your peers to ensure a unified and cohesive experience across the Service Now ecosystem
• Lead user needs assessment, task analysis and develop user profiles; identify key tasks for user research, competitive analysis and user testing, develop usability plans
• Participate in the development and maintenance of the company Design system to provide examples of core platform components and best practices
• Oversee UI layouts including controls, labels and graphical elements for software on both mobile and desktop platforms with an eye towards experience unification

• 15+ years of relevant design experience
• 6+ years in managing a design team
• An inspiring portfolio demonstrating formative contributions to design language, strategy, processes, and standards, up to company level
• 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
• Excellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functional and multi-disciplined team
• Obsessed with the relentless pursuit of UX perfection working inside an iterative and agile development environment
• Expected to demonstrate a high level of initiative, good sense of humor, and a make it work ethos

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