Staff Product Designer, Customer & Partner Experience (CPEX)

ServiceNow is an AI platform company helping businesses connect AI, data, and workflows to drive reinvention. The Staff Product Designer will lead the design of large-scale content experiences, including information architecture, structured content systems, cross-property consolidation, and AI-mediated retrieval, while collaborating with engineering, product management, and senior stakeholders.

Responsibilities:

• Owning the customer's experience of finding, navigating, and using content across dozens of sources, teams, and systems
• Design complex information architectures and UX systems serving diverse audiences (learners, admins, community members)
• Design strategy from narrative development through high-fidelity execution
• Leading teams through rapid iteration, managing feedback loops, and maintaining quality amid parallel workstreams
• Articulate UX architecture frameworks that translate platform conventions into cohesive adjacent web experiences
• Presents design thinking to senior stakeholders, refines scope through clarifying questions, and advocates for user-centered approaches
• Synthesize research insights and user feedback into actionable design direction and vision refinements

Requirements:

• BA/BS degree or higher in Design, Design Communication, Human-Computer Interaction, or equivalent combination of education and experience in other related fields
• Experience participating in the complete product development lifecycle of web and/or software applications
• Experience in user experience design or industry experience (corporate, software, web or agency)
• 8+ years in digital product design with strong expertise in both B2B SaaS and B2C design
• Proven ability to design complex information architectures and UX systems serving diverse audiences (learners, admins, community members)
• Strong portfolio demonstrating end-to-end design strategy from narrative development through high-fidelity execution
• Demonstrated design leadership leading teams through rapid iteration, managing feedback loops, and maintaining quality amid parallel workstreams
• Ability to articulate UX architecture frameworks that translate platform conventions into cohesive adjacent web experiences
• Strategic communicator who presents design thinking to senior stakeholders, refines scope through clarifying questions, and advocates for user-centered approaches
• Ability to synthesize research insights and user feedback into actionable design direction and vision refinements
• Mastery of Figma and collaborative design workflows at scale; experience navigating matrixed organizations with competing priorities
• Comfortable with evolving priorities, dual-track workstreams, and the ambiguity inherent in transformational product initiatives
• Preferred: experience with learning platforms, AI-native design patterns, multi-property experience consolidation, or brand-driven design systems