Team & Role:
Join the Experience (UX) team to build AI-powered design solutions, tackle mission-critical problems, and embed with customers to create real-world impact.
As a Staff Product Designer, AI Transformation (Forward Deployment), who embeds directly with clients to design, customize, and deploy software, you will bridge the gap between product capability and real-world user needs through rapid prototyping. You'll define and drive experience-led strategies across ServiceNow deployments, working directly with users, forward-deployed engineers, and architects to shape transformative digital experiences that drive adoption and deployment success. During on-site visits, you'll convert complex requirements into functional UI/UX and technical workflows. This role is ideal for designers who thrive at the intersection of strategic vision and hands-on execution.
Learn more about our team here: https://www.linkedin.com/company/servicenow/life/userexperience/.
What you get to do in this role:
Strategic Experience Design
- Define and articulate experience-led strategies for complex ServiceNow deployments across multiple products and workflows
- Partner with customer executives and stakeholders to translate business objectives into cohesive design strategies
- Conduct design research, workshops, and discovery sessions to understand user needs, pain points, and opportunities
- Apply design principles and frameworks that guide implementation across large-scale transformation initiatives
- Contribute to thought leadership through case studies, presentations, or publications
- Facilitate collaborative design sessions with cross-functional forward deployment teams including developers, product managers, and solution architects
Hands-On Vision Communication
- Create high-impact artifacts including experience maps, service blueprints, journey maps, and design strategy presentations
- Produce compelling visual narratives that make complex technical solutions accessible and inspiring
Rapid Prototyping & Validation
- Establish rapid prototyping workflows with your team
- Direct rapid prototyping initiatives that validate concepts and de-risk implementation decisions
- Work hands-on with prototyping teams to create interactive demonstrations of future-state experiences
- Establish efficient workflows for iterative design and validation cycles
- Present prototypes to customers and synthesize feedback into actionable design refinements
Customer Partnership
- Build trusted partnerships with key stakeholders across a portfolio of marquee customers, navigating complex organizational dynamics to drive alignment and consensus
- Translate technical constraints and opportunities into concrete, actionable design solutions that balance user needs with business and technical requirements
- Partner with Customer Excellence, Expert Services, and potentially Forward-Deployed Engineering teams to ensure designs are functional and production-ready
- Serve as the bridge between client users and internal teams, integrating real-world feedback to continuously improve core product
- Drive high customer satisfaction and successful deployment outcomes through strong communication and hands-on collaboration
- Travel up to 65% of the year for customer and on-site visits