Additionalinformation

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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Accommodations

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Companydescription

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Jobdescription

Job Description

We are looking for a Principal Product Designer to define and advance a coherent, best-in-class mobile experience across ServiceNow.

This role will establish the strategy, principles, shared patterns, and quality standards that connect ServiceNow's Adaptive experiences with its native iOS and Android experiences. Working across Platform and business units, this leader will identify common customer needs, reconcile fragmented approaches, and help teams create mobile experiences that feel purposeful, consistent, accessible, and optimized for the strengths of each surface.

The role combines systems thinking, mobile product strategy, interaction design leadership, and hands-on design direction. It will create reference experiences and reusable patterns, guide high-priority product work, and establish the practices teams need to make strong mobile decisions independently. It will partner closely with product designers, design-system teams, Product, Engineering, Research, and business-unit leaders while remaining accountable for the coherence and quality of the end-to-end mobile experience.

This is a senior individual-contributor role with company-wide influence. Success requires deep expertise in both adaptive and native mobile design, exceptional product and interaction judgment, and the ability to align teams across a complex, federated organization without relying on formal authority.

What You'll Do:

Define the enterprise mobile experience strategy

• Establish a unified vision and multi-year strategy for mobile experiences across Adaptive and native platforms.

• Define where experiences should be adaptive, native, or intentionally shared—and provide teams with clear principles for making those choices.

• Translate company, platform, and design-system priorities into a focused mobile experience roadmap.

• Identify the highest-value opportunities for mobile to simplify work, support work in context, and extend ServiceNow beyond the desktop.

• Represent mobile experience strategy in senior design, product, engineering, and platform forums.

• Align Platform and business-unit leaders around shared priorities, investments, dependencies, and measures of success.

Create a coherent system of mobile patterns

• Identify recurring mobile workflows, interaction models, and customer needs across products and business units.

• Define reusable mobile experience patterns for navigation, search, approvals, tasks, notifications, data entry, record interaction, collaboration, offline and interrupted work, AI-assisted actions, and other common enterprise workflows.

• Establish clear relationships among shared experience patterns, Adaptive capabilities, native platform conventions, and product-specific needs.

• Ensure patterns account for different devices, form factors, input methods, orientations, operating-system behaviors, connectivity conditions, and user contexts.

• Partner with design-system designers and engineers to translate validated patterns into reusable guidance, assets, and system capabilities.

• Maintain a coherent pattern ecosystem while allowing intentional variation where customer needs or platform conventions require it.

Raise the quality of mobile product experiences

• Define what best-in-class mobile quality means for ServiceNow, including usability, interaction, visual craft, performance perception, accessibility, resilience, and platform appropriateness.

• Create reference experiences, prototypes, and exemplars that demonstrate the intended experience and quality bar.

• Provide strategic design direction and hands-on critique for high-impact mobile initiatives across Platform and the business units.

• Lead cross-product reviews to identify fragmentation, redundant solutions, system gaps, and opportunities for reuse.

• Help teams resolve complex mobile interaction problems without taking over their product ownership or delivery responsibilities.

• Ensure shared experiences are designed for real mobile contexts rather than reduced or rearranged versions of desktop workflows.

Bridge Adaptive and native experiences

• Develop a clear framework for deciding when a use case is best served through an Adaptive experience, a native experience, or a coordinated combination of both.

• Define principles for continuity across channels so users can move between desktop, Adaptive, and native experiences without losing context or confidence.

• Identify the capabilities that should remain consistent across surfaces and those that should follow native platform behaviors.

• Guide teams through tradeoffs involving reach, speed, fidelity, device capabilities, performance, accessibility, maintainability, and customer expectations.

• Surface gaps in Adaptive and native platform capabilities and translate them into prioritized system and platform needs.

• Partner with engineering and product leaders to ensure design intent is feasible, scalable, and supported by the underlying platform.

Establish mobile standards and best practices

• Define mobile experience principles, interaction standards, design guidance, and decision frameworks that teams can apply consistently.

• Incorporate iOS, Android, responsive and adaptive design conventions while maintaining a recognizable ServiceNow experience.

• Establish guidance for touch interaction, gesture use, hierarchy, density, input, feedback, motion, system permissions, device capabilities, error recovery, and edge cases.

• Embed accessibility, localization, responsive behavior, privacy, trust, and inclusive design into mobile standards from the outset.

• Clarify how mobile patterns connect to the broader design system, content standards, AI experience principles, and platform architecture.

• Keep standards current as device ecosystems, operating-system conventions, AI interaction models, and customer expectations evolve.

Enable teams across Platform and business units

• Create playbooks, decision tools, pattern guidance, workshops, demonstrations, and other resources that help teams design high-quality mobile experiences.

• Coach designers and cross-functional teams through mobile strategy, interaction, and system-design challenges.

• Build a mobile design community of practice that connects practitioners across Platform and the business units.

• Facilitate working sessions that reconcile competing needs and turn product-specific solutions into reusable patterns where appropriate.

• Help design leaders assess capability gaps and strengthen mobile craft across their teams.

• Enable distributed teams to move faster and make better mobile decisions while maintaining shared experience standards.

Use research and evidence to guide investment

• Partner with Research, Product, Analytics, and customer-facing teams to understand mobile contexts, unmet needs, adoption barriers, and workflow opportunities.

• Establish an ongoing view of mobile experience quality across the product portfolio.

• Use customer evidence, product data, competitive analysis, design audits, and team feedback to prioritize improvements.

• Define measures for mobile usability, adoption, task success, satisfaction, consistency, reuse, accessibility, and experience quality.

• Communicate insights, progress, risks, and recommendations to design and cross-functional leadership.

Scope and Partnership Model

This role provides strategic and systems leadership for mobile experience design. It works through partnership with product teams rather than replacing their ownership.

This role owns:

• The cross-company mobile experience vision, principles, and design strategy.

• The framework for choosing and coordinating Adaptive and native approaches.

• Shared mobile experience patterns, standards, and quality criteria.

• Reference experiences and prototypes that demonstrate intended behavior.

• Cross-product mobile audits, strategic reviews, and recommendations.

• Mobile design best practices, enablement, and the community of practice.

• Identification and prioritization of systemic mobile experience gaps.

Business-unit and Platform product teams own

• Product-specific mobile strategy within the shared enterprise direction.

• Customer and business outcomes for their product areas.

• End-to-end design and delivery of their mobile features and workflows.

• Product requirements, sequencing, resourcing, and roadmap commitments.

• Validation of product-specific needs with their customers and users.

Shared accountability

• Creating coherent experiences across Adaptive, native, and desktop surfaces.

• Translating recurring product needs into reusable patterns and platform capabilities.

• Ensuring high-priority mobile experiences meet the shared quality bar.

• Resolving gaps among customer needs, design intent, platform capabilities, and implementation.

• Improving reuse, adoption, and consistency without suppressing necessary product innovation.

Qualifications

Basic Qualifications

• 10+ years of experience in product design, mobile experience design, design systems, interaction design, or a related discipline.

• Demonstrated experience setting mobile product or experience strategy across multiple products, platforms, or business areas.

• Deep expertise designing both native iOS and Android experiences and adaptive or responsive mobile experiences.

• Exceptional interaction-design and systems-thinking skills, with a portfolio showing complex mobile workflows and reusable patterns.

• Strong understanding of Apple Human Interface Guidelines, Material Design, mobile accessibility standards, and the conventions and capabilities of modern mobile platforms.

• Experience determining when experiences should be native, adaptive, responsive, or coordinated across multiple surfaces.

• Ability to translate customer and product needs into principles, frameworks, patterns, standards, and actionable design direction.

• Demonstrated success influencing senior design, product, and engineering partners across a complex, matrixed organization.

• Experience creating prototypes and reference experiences that clarify strategy, behavior, and design intent.

• Strong understanding of enterprise workflows, platform products, shared services, and the challenges of designing for complex or regulated environments.

• Experience using research, analytics, audits, and qualitative evidence to identify systemic opportunities and measure progress.

• Excellent communication, facilitation, storytelling, and critique skills across practitioner and executive audiences.

• Demonstrated ability to mentor designers and raise craft and strategic capability without formal management authority.

Preferred Qualifications

• Experience working in a federated design organization or with an enterprise design system serving multiple business units.

• Experience with workflow, productivity, enterprise SaaS, field-service, employee, or operational mobile products.

• Familiarity with offline-first experiences, push notifications, deep linking, device permissions, authentication, security, and device-specific capabilities.

• Experience designing AI-assisted or agentic mobile experiences, including patterns for trust, control, confirmation, interruption, and proactive assistance.

• Familiarity with mobile development constraints and frameworks such as SwiftUI, Jetpack Compose, React Native, Flutter, or adaptive web technologies.

• Experience establishing mobile governance, contribution models, or communities of practice at scale.

For positions in this location, we offer a base pay of $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.