Manager, Product Design, Customer & Partner Experience

ServiceNow offers an onsite leadership opportunity in Atlanta, GA, focused on shaping customer and partner experiences through hands-on design leadership within ServiceNow University. You will mentor UX designers, guide multiple design programs, and partner with product, engineering, and management to deliver user-centered experiences across the full product lifecycle. This role places you at the heart of research, ideation, prototyping, testing, and delivery, translating complex needs into intuitive solutions. Expect a collaborative, innovative, high-performance design culture that values initiative and real impact.

Responsibilities

• Lead, mentor, and energize a team of UX designers, fostering a collaborative and high-performance design culture.
• Set clear goals, priorities, and expectations for the team, aligning with product vision, company strategy, and user needs.
• Guide designers through the full product lifecycle from research and ideation to prototyping, testing, and delivery, promoting UX best practices.
• Provide regular feedback, coaching, and career development opportunities to grow individual skills and team capabilities.
• Facilitate effective collaboration among designers, product managers, engineers, and researchers to deliver cohesive, user-centered solutions.
• Collaborate across Product Management and Engineering from strategy through release planning and product architecture to execute roadmaps.
• Oversee the team’s use of Design Systems, encouraging consistency and scalability while contributing to system evolution.
• Empower the team to distill complex problems into actionable design goals and lead rapid iterations with informed decision-making.
• Promote knowledge sharing and alignment across distributed design teams to maximize impact and efficiency.
• Deliver clear, compelling presentations to executives and stakeholders that articulate the UX vision, product strategy, and design rationale.
• Represent the design team in cross-functional leadership meetings, advocating for user needs and experience quality.

Requirements

• 3+ years of experience managing people and/or leading design teams
• 8+ years of experience in UX Design and/or Interaction Design
• Experience integrating AI into work processes, guiding decision-making and using AI to solve problems
• Strong background in Enterprise Design or CRM products
• Portfolio of work samples that demonstrate your approach and results
• Ability to distill complex problems into clean, actionable solutions
• Excellent teamwork, communication, and technical problem-solving skills for multi-disciplinary collaboration
• Proactive mindset with initiative and a pragmatic, “make it work” ethos
• BA/BS degree or higher in Design, Design Communication, Human-Computer Interaction, or equivalent
• Experience participating in the full product development lifecycle of web and/or software applications
• Experience in user experience design or industry experience (corporate, software, web, or agency)

CUSTOMER & PARTNER EXPERIENCE TEAM

This position sits within the Customer & Partner Experience group, which designs the ServiceNow digital experiences that Customers and Partners use to learn about, adopt, support, and maximize the value of their ServiceNow solutions. The team collaborates to drive customer value through AI-native and self-serve experiences in portals such as Developer, University, Store, Partner Portal, Documentation, Best Practices Library, Universal Profile, and MyNow.

SERVICENOW UNIVERSITY

ServiceNow University is the learning platform that provides customers, partners, and employees with on-demand courses, guided learning paths, and certifications to build product skills and accelerate adoption. This role is hands-on and coach-led, overseeing people management while leading multiple design programs within ServiceNow University.