Director, AI Product Design

  • Full-time
  • Employee Type: Regular
  • Region: APAC - Asia Pacific
  • Work Persona: Flexible or Remote

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:

  • 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 
  • Directly lead and manage 8-10 designers and/or managers  
  • 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 ServiceNow 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 
  • Develop high level task flow content and then use storyboards and other design documents to communicate concepts and vision to others 
  • Rapidly iterate theoretical task scenarios, navigation map, flow, and state-transition diagrams to document design decisions 
  • Oversee your team's work: detailed mockups and prototypes and behavior specifications. 
  • Ensure a consistent experience across the mobile and desktop platforms 
  • 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 
  • Participate in documentation development process such as user experience specifications, testing and evaluation 
  • Work closely with product management in UX ideation and innovation 


To be successful in this role you have:

  • Enterprise product design experience 
  • Bachelor’s Degree (or equivalent experience) in visual design, interaction design, human interaction sociology, psychology, or related disciplines. 
  • An inspiring portfolio representing the process you follow to build insanely great experiences 
  • Demonstrated experience in defining and/or working with robust design systems  
  • Demonstration of any accessible projects you have built 
  • At least 8 years of visual and interaction design, with 5 years of Experience Design or equivalent. 
  • At least 3+ years of experience managing design teams 
  • Expert with Sketch, Photoshop, or other design tools 
  • Ability to do rapid prototyping in Axure, Keynote, Framer, Principle or similar tools 
  • Ability to understand and distill complex problems into clean solutions. 
  • Must have strong written and verbal English communication skills 
  • Must have 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 
  • Irritated when encountering pull door handles that can only be pushed inward 
  • Must be able to work with minimal supervision in a fluid, fast-paced and truly agile environment 
  • Expected to demonstrate a high level of initiative, good sense of humor, and a “make it work” ethos 
  • Must be able to travel up to 20% of the year  
  • Expertise in one or more of the following product spaces: IT Security Management, IT Operations Management, Security Operations, HR Service Delivery, Customer Service Management (CSM), or Finance & Legal 
  • Experience in creating content and/or designing with compliance to WCAG 2.0/2.1 AA guidelines is a plus 

Preferred Qualifications:

· 8+ years of experience in product or interaction design

· 6+ years of experience managing design teams

· Ability to understand and distill complex problems into clean solutions.

· 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






Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.


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