Director, Product Design, Customer & Partner 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  At ServiceNow, 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 create product experiences they love. Our designers come from a diverse set of skills and backgrounds – product design, visual, interaction, content, and design systems. At ServiceNow, 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:   https://www.linkedin.com/company/servicenow/life/userexperience/       Customer & Partner Experience team:    This position within Customer & Partner Experience is responsible for the design and delivery of key ServiceNow digital properties, including Product Documentation and ServiceNow University, as well as the integrated user experience across customer- and partner-facing portals. The team creates AI-native and self-service experiences that help customers and partners learn about, adopt, support, and maximize the value of their ServiceNow solutions across ServiceNow University, Product Documentation, Developer, Store, Partner Portal and the broader portal ecosystem, as well as internal tools built on the ServiceNow platform that empower employees to serve and support our customers.  What you get to do in this role:     Lead the design and delivery of key properties, including Product Documentation and ServiceNow University, while shaping the integrated end-user experience across the ServiceNow portal ecosystem.  Define and implement a cohesive UX architecture across sites, establishing scalable design-system conventions and consistent interaction patterns that make experiences feel connected, intuitive, and distinctly ServiceNow.  Oversee a portfolio of products and experiences while mentoring, developing, and managing a team of designers. Set clear direction, raise the quality bar, and create the conditions for strong individual and team outcomes.  Work closely and collaboratively with Design peers to ensure a unified and cohesive experience across the broader ServiceNow ecosystem, aligning on shared patterns, standards, and experience principles.  Collaborate deeply with product management, business and engineering to shape product strategy, translate the vision into an actionable roadmap, and ensure solutions can be implemented successfully at scale.  Guide work from broad strategic thinking and experience vision through detailed interaction design, pixel-perfect execution, and high-quality delivery, maintaining close attention to detail at every stage.  Bring a growth mindset to the work and use AI-native tools to accelerate design practice, and pioneer thoughtful AI-native experiences for customers and partners.  Apply a strong understanding of user research methodologies and bring g