ServiceNow UX Lead

As the UX Lead for our ServiceNow platform, you will drive consistently across our UX and UI, document and own the standards that get us there, and build the design system and practice that make great experiences repeatable rather than accidental. This is a hands-on leadership role. You will set the design direction and build it, in UI Builder and in React. This is a pivotal moment for experience on our platform. We are raising our ambition from enterprise tolerance to consumer grade, moving beyond a traditional ITSM mindset to design solutions our users genuinely want to use. You will own the success and adoption of what we ship, not just the design behind it. You will establish a formal UX practice on the platform from the ground up and lead the designers and developers who join it. Strong stakeholder management and communication are central to the role. You will be the advocate for experience who aligns product, engineering, and business around a shared bar for quality, and holds us to it. What you will doUX Standards and Consistency Own and document the UX and UI standards for the platform, and drive their adoption across every team building on ServiceNow. Build and own a design system and component library so that consistency is built in, not policed after the fact. Establish design patterns, guidelines, and reusable components that raise the floor on every solution we ship. Define what "good" looks like on the platform and hold teams to it through design reviews and clear standards. Consumer Grade Experience and Adoption Move the platform beyond a traditional ITSM mindset and design solutions where the experience is consumer grade. Own the success and adoption of the solutions we ship. Define what adoption looks like, measure it, and use it to drive design decisions. Partner with product and business teams to make sure we are solving the real user problem, not just delivering the requested feature. Bring an outside-in view of quality, benchmarked against the consumer products our users actually compare us to. Hands On Design and BuildDesign and build experiences directly in UI Builder and the Now Experience Framework. Write front-end code in React to build components, prototypes, and production experiences where native tooling is not enough. Move fluidly between design and implementation so that what gets shipped matches what was designed. Set front-end engineering standards for the UX work on the platform. User Research and Accessibility Stand up a user research practice. Talk to real users, run usability testing, and bring evidence to design decisions rather than opinion. Own accessibility on the platform. Make sure what we build meets WCAG standards and works for everyone, and build accessibility into the design system rather than retrofitting it. Turn research and accessibility from checkboxes into a genuine part of how the team works. Mobile Experience Extend the same consumer grade bar to mobile. Our mobile experience is a strength today and this role keeps it that way as the platform grows. Design and build mobile experiences that are first class, not afterthoughts, across ServiceNow mobile apps and mobile web. Building the UX Practice and Team Establish a formal UX practice on the platform from scratch: the standards, the tools, the rituals, and the ways of working. Hire, lead, and grow a team of UX designers and developers, and build a culture where craft and user obsession are the norm. Mentor the team and raise the level of design and front-end work across everyone building on the platform. Stakeholder Management and Communication Be the advocate for experience across product, engineering, operations, and business, and align them around a shared bar for quality. Communicate design decisions clearly to technical and non-technical audiences, including executive leadership, and bring people along rather than mandating. Make the case for investment in UX and show the return through adoption and outcomes.