Director, Product Design, AI Transformation

ServiceNow • Santa Clara, CA

2d • Remote

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director