Who you are

• This role is ideal for designers who thrive at the intersection of strategic vision and hands-on execution
• 8+ years of product design experience with 5+ years in a customer-facing or consulting capacity
• Portfolio demonstrating end-to-end, user-centered design solutions, hands-on prototyping work, and strategic thinking
• Expert proficiency in Figma and design tooling to create high-fidelity solutions that enforce consistency, usability, and accessibility
• Strong facilitation and presentation skills with stakeholders at all levels, with the ability to build trust through clear and open communication
• Growth mindset with a track record of strengthening skills through complex, varied assignments
• Ability to travel to customer sites up to 65%
• BA/BS or higher in Design, Design Communication, HCI, or a related field — or equivalent experience
• Experience with ServiceNow or similar enterprise workflow and low-code/no-code platforms
• Background in product design methodologies, accessibility standards, and inclusive design practices
• Familiarity with Agile methodologies and iterative delivery environments
• Previous experience in management consulting or professional services
• Strategic Vision: Ability to see the big picture while understanding implementation details
• Visual Communication: Exceptional ability to communicate complex ideas through compelling artifacts in Figma
• Customer Empathy: Deep understanding of customer needs and organizational challenges
• Adaptability: Thrive in ambiguous, fast-paced environments with shifting priorities
• Collaboration: Build strong relationships across disciplines and organizational levels
• Technical Fluency: Understand technical constraints and possibilities without being a developer

What the job involves

• 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
• 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
• 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
• 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
• 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

Benefits

• Commuter benefits
• Annual learning stipends
• Work from home opportunities
• Generous family leave
• Matched donations
• Flexible PTO
• 401(k) matching
• Paid volunteer time