Senior Manager

Job Description

About the role: 

We’re looking for a Senior UX Manager to lead and inspire a team of talented UX Designers focused on ServiceNow's employee-facing products and platforms. In this role, you’ll be a champion for design craft, quality, and delivery, while helping ServiceNow push the boundaries of what’s possible with AI, enterprise workflows, and human-centered design. 

This role is uniquely positioned: the solutions your team designs will not only improve how ServiceNow employees work, but also influence the very products we bring to customers. We customize ServiceNow’s platform for our own business needs, then bring those insights back to our product teams, making you and your team a critical voice in shaping innovation that reaches millions of users worldwide. 

Why You’ll Love This Role: 

You’ll sit at the intersection of design, AI, and enterprise innovation. Where every solution your team creates not only transforms how ServiceNow employees work but also influences the experiences of our global customers. You’ll help shape the future of AI-powered enterprise design, strengthen the UX discipline, and lead a team that takes pride in designing experiences that are both strategically impactful and deeply human. 

What you get to do in this role: 

Lead and develop talent

• Manage, coach, and inspire a team of UX Designers, fostering growth in craft, collaboration, and strategic thinking. 

• Provide regular feedback, career guidance, and development opportunities aligned with individual goals and team priorities. 

Shape the future of AI + UX

• Drive adoption of forward-looking AI patterns and design standards, ensuring they are engaging, consistent, and responsibly integrated into workflows. 

• Guide your team to anticipate emerging opportunities in AI and translate them into practical, business-ready solutions. 

• Partner with platform and design system teams to build reusable components and frameworks that scale across ServiceNow experiences. 

Deliver high-impact design

• Ensure design work delivers measurable user value and business impact, not just visual polish (but that too). 

• Oversee design execution from discovery through delivery, keeping experiences scalable, intuitive, and aligned with the Now Platform. 

• Champion consistent design patterns while fostering innovation in new product areas and workflows. 

Build strong cross-functional partnerships

• Partner closely with Technical and Business Product and Engineering teams to align on priorities, shape roadmaps, and ensure impactful, scalable delivery. 

• Collaborate across the Experience Design (XD) organization — including strategy, research, content, accessibility, and design system — to deliver well-rounded, evidence-based solutions. 

• Act as a connector between internal employee experiences and external product development, ensuring learnings and insights feed back into customer-facing innovation. 

Elevate process and visibility

• Implement and refine processes for tracking design work, capacity, and priorities, ensuring transparency and enabling proactive workload management. 

• Contribute to and reinforce the DTXD engagement model, clarifying how design integrates with strategy, research, and development workflows. 

Inspire and unify the design culture

• Help lead team-wide connection, training, and up-skilling initiatives to strengthen shared identity and pride in our design contributions. 

• Foster a culture of inclusivity, curiosity, and continuous improvement. 

Qualifications

Basic qualifications: 

• 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 leading user experience design teams in a software-first setting (start-up, agency or enterprise). 

Preferred qualifications: 

• 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. 

• 4+ years of experience managing people and/or leading design teams.    

• 9+ years of experience in Product Design and/or Interaction Design field.     

• Excellent teamwork, communication, and technical problem-solving skills to contribute to a multi-functional and multi-disciplined team.    

• An inspiring portfolio demonstrating the ability to lead teams and distill complex problems into elegant, holistic solutions based on human-centered design and research data.    

• Experience in leading teams who are developing frameworks and principles to standardize and guide cross-team work and successfully bring a product design from conception to launch with minimal supervision.    

• A growth mindset, actively broadening areas of inquiry and learning, and seeking new opportunities and challenges.    

• Ability to articulate and champion design solutions based on human-centered design principles and research data while influencing product experience strategy across a particular business unit or product line.    

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