Staff Product Designer

### 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