Staff Product Designer, AI/ML

📍 Job Overview

Job Title: Staff Product Designer, AI/ML

Company: ServiceNow

Location: Santa Clara, California, United States

Job Type: Full-time

Category: Product Design, UI/UX Design, AI/ML Design

Date Posted: June 16, 2025

Experience Level: 7+ Years (Staff Level)

Remote Status: On-site (Flexible Work Persona available)

🎨 Role Summary

• Leading complex product design initiatives specifically focused on integrating AI/ML into enterprise workflows.
• Driving end-to-end product experiences, considering comprehensive user and product ecosystems, workflow, and design patterns.
• Developing and implementing design frameworks and principles to ensure consistency and guide cross-team collaboration.
• Collaborating closely with engineering and product management to deliver innovative and user-loved product experiences.
• Mentoring and sharing design expertise across teams to elevate the overall design community of practice within the organization.

🖼️ Primary Responsibilities

• Lead the design of large-scale, complex product features and initiatives, specifically those leveraging Artificial Intelligence and Machine Learning technologies.
• Translate complex business requirements and user needs into intuitive, effective, and delightful user experiences, focusing on AI-powered workflows.
• Develop and maintain comprehensive design documentation, including user flows, wireframes, prototypes, and high-fidelity mockups, demonstrating expertise in interaction design and visual design.
• Drive the adoption of human-centered design methodologies throughout the product development lifecycle, ensuring user research and data inform design decisions.
• Collaborate with cross-functional teams, including Product Management, Engineering, and Research, to define product strategy, prioritize features, and ensure technical feasibility of design solutions.
• Present design concepts and rationale to stakeholders at various levels, articulating the value and impact of design decisions based on user insights and business goals.
• Contribute to the evolution and maintenance of the ServiceNow Design System, ensuring consistency, scalability, and accessibility across AI/ML-enhanced products.
• Mentor junior designers, provide constructive feedback, and contribute to the growth and development of the design team, fostering a collaborative and innovative design culture.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction (HCI), or a related field is typically preferred for a Staff-level Product Designer role in a tech company of this size. Equivalent practical experience demonstrating a strong foundation in design principles and methodologies is also highly valued.

Experience: A minimum of 7 years of relevant product design experience, specifically demonstrating the ability to lead complex design initiatives from conception to launch. A portfolio showcasing a strong track record of designing and shipping successful enterprise software or web applications, particularly those involving complex workflows or data-driven interfaces, is essential.

Required Skills:

• Proven experience in User Experience (UX) Design, Interaction Design, and Visual Design, with a strong portfolio showcasing end-to-end design process for complex products.
• Demonstrated experience leveraging or critically thinking about integrating AI/ML into product experiences, including understanding the implications for user workflows, decision-making, and problem-solving.
• Expertise in Human-Centered Design principles and methodologies, with the ability to translate research data and user insights into effective design solutions.
• Ability to develop and champion design frameworks and principles to standardize and guide cross-team collaboration and ensure design consistency across products.
• Experience participating in the complete product development lifecycle of enterprise web and/or software applications, working closely with engineering teams.
• Strong communication, presentation, and storytelling skills, with the ability to articulate design rationale and influence product strategy.
• Experience with user research methods and the ability to incorporate research findings into the design process.
• Proficiency in standard design and prototyping tools (see Tools & Technology Stack section for details).

Preferred Skills:

• Experience designing for enterprise software or SaaS platforms, understanding the unique challenges and opportunities in this space.
• Experience with Design Systems and contributing to or maintaining a comprehensive design library.
• Familiarity with agile development methodologies and working in a fast-paced, iterative environment.
• Experience mentoring or leading design projects with junior designers.
• Understanding of accessibility standards (WCAG) and designing for inclusive experiences.

🎨 Portfolio & Creative Requirements

Portfolio Essentials:

• Your portfolio should clearly demonstrate your end-to-end product design process for several complex projects, ideally including examples where you integrated or considered AI/ML components.
• For each project, present clear case studies that articulate the problem you were solving, your role, the design challenges, your process (including research, ideation, iteration), key design decisions, and the impact of your work.
• Showcase your proficiency in interaction design and visual design through high-fidelity mockups, prototypes, and potentially interactive demos.
• Include examples of how you collaborated with cross-functional teams (product management, engineering) and how you incorporated user feedback or data into your design solutions.

Process Documentation:

• Document your approach to the research and discovery phase, including how you gather user insights, define problem spaces, and set design goals.
• Illustrate your ideation and iteration methods, showing sketches, wireframes, multiple design options explored, and how you arrived at your final solution.
• Detail your validation and testing approaches, including usability testing, prototype feedback sessions, and how you measure the success of your designs.

💵 Compensation & Benefits

Salary Range: $163,600 - $286,300 USD per year.

This range is provided by ServiceNow for the Santa Clara, California location. The final compensation will vary based on factors such as qualifications, skill level, competencies, and specific work location within the stated range. This range aligns with the typical compensation for a Staff Product Designer in the highly competitive San Francisco Bay Area market, considering the experience level and the specialized nature of designing for AI/ML in an enterprise context.

Benefits:

• Comprehensive Health Plans, including medical, dental, and vision coverage, with options for flexible spending accounts.
• Generous 401(k) Plan with company match to support long-term financial planning.
• Employee Stock Purchase Plan (ESPP) providing opportunities to purchase company stock at a discount.
• Company matching donations to support charitable giving and community involvement.
• Flexible Time Away Plan (PTO) allowing employees to manage their time off based on their needs.
• Family Leave Programs to support employees during significant life events.
• Additional benefits may include life insurance, disability coverage, and wellness programs, typical for a large tech company.

Working Hours: This is a full-time position. ServiceNow offers a flexible work persona approach, suggesting some degree of flexibility in daily schedules to accommodate creative workflows and collaboration across time zones, though the role is designated as requiring presence in the Santa Clara office. Standard working hours would typically be 40 hours per week, with flexibility as needed for project demands.

🎯Team & Company Context

🏢 Company & Design Culture

Industry: Software Development / Enterprise Cloud / AI Platform. ServiceNow is a global market leader focused on providing an intelligent cloud-based platform for digital workflow transformation. This context is crucial for designers as it means working on complex enterprise-level problems, focusing on productivity, efficiency, and integrating cutting-edge technologies like AI/ML into business processes.

Company Size: Over 10,001+ employees globally, with over 32,000 employees according to LinkedIn. Working at a company of this size means established processes, dedicated design teams, significant resources for user research and testing, and the opportunity to impact a large user base. It also implies navigating a larger organizational structure and collaborating with many different teams.

Founded: 2004. Founded by Fred Luddy, ServiceNow has a history rooted in transforming how people work through technology. This history informs a culture focused on innovation, problem-solving, and making work more efficient.

Team Structure:

• The role is part of the Product Design team, which is described as diverse in skills and backgrounds (design systems, visual, interaction, content, product design).
• Design has a "very intentional seat at the table," indicating a strong emphasis on design influence in product development.
• The team collaborates closely and from the get-go with Engineering and Product Management, suggesting a collaborative and integrated product development process.

Methodology:

• The design methodology is rooted in human-centered design, emphasizing empathy, understanding user needs, and applying research data.
• Collaboration with multidisciplinary teams is central to delivering user-resonant experiences.
• There is an emphasis on developing frameworks and principles to standardize and guide design work across teams, indicating a focus on scalability and consistency.

Company Website: https://www.servicenow.com

📈 Career & Growth Analysis

Design Career Level: Staff Product Designer. This is a senior-level individual contributor role. Staff designers are typically expected to lead complex projects, influence product strategy, mentor junior designers, and contribute significantly to the design practice within the organization. The scope of responsibility is broad, often encompassing large features or product areas with significant impact.

Reporting Structure: While not explicitly stated, a Staff Product Designer would typically report to a Design Manager or Senior Design Manager. The collaborative nature described suggests working closely with peers, product managers, and engineering leads on a daily basis.

Design Impact: Design at ServiceNow has a "very intentional seat at the table," indicating that designers have significant influence on product and business decisions. Staff designers are expected to lead initiatives that transform how people work globally, highlighting the potential for high impact on a large user base, including Fortune 500 companies.

Growth Opportunities:

• Design Leadership: Potential to grow into a Principal Product Designer role or transition into a Design Management path, leading teams and shaping the overall design strategy.
• Specialization: Opportunities to deepen expertise in specific areas such as AI/ML design, enterprise workflows, design systems, or a particular product area within the ServiceNow platform.
• Cross-Functional Influence: Continued growth in influencing product strategy and collaborating effectively with engineering and product management, becoming a key strategic partner.
• Mentorship & Community Building: Opportunities to mentor junior designers and contribute to the growth and knowledge sharing within the broader design community at ServiceNow.

🌐 Work Environment

Studio Type: This role is designated as requiring presence in the Santa Clara office, suggesting a primarily on-site work environment. However, ServiceNow offers a "flexible work persona" approach, which may allow for some flexibility in the weekly schedule or work location within the designated area. This indicates a blend of in-office collaboration and potential for some remote work days, depending on team needs and company policy.

Office Location(s): Building A,B,C 2225 Lawson Lane, Santa Clara, CALIFORNIA, 95054, United States. This is the primary location for this role.

Design Workspace Context:

• An on-site environment facilitates close, in-person collaboration with design peers, product managers, and engineers, which is often beneficial for complex problem-solving and rapid iteration in product design.
• Access to dedicated physical spaces for brainstorming, critique sessions, and user testing can enhance the creative process.
• The work persona model suggests the environment balances focused individual work with planned team interactions and collaboration.

Work Schedule: Full-time, with the expectation of being primarily based in the Santa Clara office. The flexible work persona may offer some degree of adaptability in the daily or weekly schedule, supporting a balance between structured team time and individual focus periods, crucial for deep design work.

📄 Application & Portfolio Review Process

Design Interview Process:

• Initial Screen: Expect a conversation with a recruiter or hiring manager to discuss your background, experience, and interest in the role. Be prepared to briefly articulate your design process and highlight relevant projects, particularly those involving complex problem-solving or AI/ML thinking.
• Portfolio Review: A critical step where you will present your portfolio to the design team. Focus on 2-3 key case studies that demonstrate your ability to lead complex initiatives, apply human-centered design, and potentially showcase your thinking around AI/ML integration. Be prepared to walk through your process, design decisions, and the impact of your work.
• Design Challenge or Exercise: You may be given a design challenge, either as a take-home assignment or an on-site/virtual exercise. This evaluates your problem-solving skills, design thinking, and ability to execute under constraints. For this role, the challenge might involve designing a solution for a complex workflow or integrating an AI feature into an existing product.
• Team and Cross-Functional Interviews: You will likely interview with members of the design team, product management, and engineering. These interviews assess your collaboration style, technical understanding, ability to influence, and cultural fit. Be prepared to discuss how you work with engineers and product managers and how you handle feedback and critique.
• Manager/Leadership Interviews: Final interviews with the hiring manager and potentially senior design or product leadership will focus on your leadership potential, strategic thinking, and overall fit for a Staff-level role at ServiceNow.

Portfolio Review Tips:

• Select case studies that highlight your experience with complex enterprise problems and your approach to integrating advanced technology like AI/ML into user experiences.
• Clearly articulate your role and contributions on each project, especially for team projects.
• Structure your case studies to tell a compelling story of your design process, from problem definition and research to ideation, iteration, and outcome.
• Showcase your high-fidelity design work and prototypes to demonstrate your visual design and interaction design skills.
• Be prepared to deeply discuss your design decisions and the rationale behind them, linking them back to user needs, business goals, and technical constraints.
• Consider including a project that demonstrates your ability to develop or work with design systems.

Challenge Preparation:

• Carefully read and understand the design prompt. Ask clarifying questions if needed.
• Structure your approach logically, showing your process from understanding the problem to proposing a solution.
• Focus on demonstrating your design thinking and problem-solving skills, not just delivering a polished final design.
• Be prepared to explain your assumptions, trade-offs, and how you would iterate on your solution.
• If the challenge involves AI/ML, think critically about the user experience implications of the technology and how you would design for trust, transparency, and control.

ATS Keywords:

• Design Skills: Product Design, UX Design, Interaction Design, Visual Design, Human-Centered Design, Design Thinking, User Research, Usability Testing, Prototyping, Wireframing, Information Architecture, Workflow Design, Design Systems, Accessibility, Design Strategy, Problem Solving, Design Principles, Design Patterns, Storytelling.
• Tools: Figma, Sketch, Adobe Creative Suite, InVision, Principle, Axure, Miro, Jira, Confluence.
• Methodologies: Agile, Lean UX, Design Sprints, Iterative Design, Cross-functional Collaboration.
• Soft Skills: Collaboration, Communication, Presentation Skills, Influence, Mentorship, Leadership, Growth Mindset, Critical Thinking, Problem-Solving, Empathy.
• Industry Terms: AI/ML Integration, Enterprise Software, SaaS, Cloud-based Platform, Digital Workflow, Automation, Fortune 500, Product Development Lifecycle.

🛠 Tools & Technology Stack

Primary Design Tools:

• Figma or Sketch: Essential for creating high-fidelity UI designs and prototypes. Proficiency in at least one of these industry-standard tools is expected.
• Prototyping Tools (e.g., InVision, Principle, Axure): Used to create interactive prototypes for user testing and stakeholder presentations, demonstrating user flows and interactions.
• Adobe Creative Suite (e.g., Photoshop, Illustrator): May be used for visual asset creation and manipulation.
• Miro or similar whiteboarding tools: For collaborative brainstorming, ideation, and mapping out user flows.

Collaboration & Handoff:

• Jira and Confluence: Commonly used for project management, issue tracking, and documentation, facilitating collaboration with engineering and product teams.
• Design System Tools: Experience working with or contributing to design systems (potentially within Figma or Sketch using libraries) is valuable for ensuring consistency and efficient handoff.
• Handoff tools (e.g., Zeplin, Avocode): Used to provide detailed design specifications to engineers for implementation.

Research & Testing:

• User Research Platforms: Familiarity with tools or platforms used for conducting remote or in-person user interviews, usability testing, and surveys.
• Analytics Tools (e.g., Google Analytics, Amplitude): Understanding how to interpret product usage data to inform design decisions is beneficial.

👥 Team Culture & Values

Design Values:

• Empathy and User-Centricity: A core value is understanding and empathizing with users and customers to create experiences they love. This drives the focus on human-centered design and research data.
• Diversity and Inclusion: The team embraces representation from all backgrounds, fostering a diverse and inclusive environment that inspires creativity and innovation.
• Collaboration: Close collaboration with engineering and product management is highly valued, emphasizing a unified approach to product development.
• Growth Mindset: Encouraging continuous learning, broadening areas of inquiry, and seeking new opportunities and challenges is part of the team's ethos.
• Impact and Transformation: A focus on delivering world-class experiences that influence product strategy and transform how people work globally underscores the team's drive for impact.

Collaboration Style:

• Cross-Functional Partnerships: Designers work closely and from the beginning with engineering and product management, indicating a highly integrated and collaborative workflow.
• Knowledge Sharing: Sharing knowledge and expertise across the company is encouraged to elevate colleagues and the broader design community.
• Design Critique: A culture of providing and receiving constructive feedback is likely essential for iterating and improving design solutions.

⚡ Challenges & Growth Opportunities

Design Challenges:

• Designing for Complexity: Navigating and designing for the complex workflows and diverse user needs within the enterprise software space, particularly when integrating AI/ML, presents a significant challenge requiring deep problem-solving skills.
• Integrating AI/ML Effectively: A key challenge is not just using AI/ML but designing intelligent experiences that are trustworthy, explainable, and seamlessly integrated into user workflows without adding unnecessary complexity or confusion.
• Influencing Product Strategy: As a Staff Designer, a challenge is consistently influencing product strategy and ensuring design has a strong voice in key decisions, requiring strong communication and justification skills based on user insights and business understanding.
• Scaling Design: Developing and applying design frameworks and principles to standardize work across multiple teams and product areas within a large organization requires strategic thinking and influence.

Learning & Development Opportunities:

• AI/ML Design Specialization: Deepen expertise in designing for artificial intelligence and machine learning, a rapidly evolving and highly sought-after skill area.
• Enterprise Design Mastery: Gain extensive experience designing for complex enterprise environments, understanding the unique requirements and challenges of large organizations.
• Leadership and Influence Skills: Develop advanced skills in leading design initiatives, mentoring junior designers, and influencing stakeholders across different functions and levels.
• Contribution to Design Practice: Opportunity to contribute to the evolution of design processes, methodologies, and the design system at a leading tech company.

💡 Interview Preparation

Design Process Questions:

• "Walk me through a project where you led a complex design initiative from start to finish. What were the biggest challenges, and how did you overcome them?" (Be prepared to discuss your approach to integrating AI/ML thinking if applicable).
• "Describe your typical design process when starting a new project, particularly one involving integrating a new technology like AI. How do you ensure a human-centered approach?"
• "How do you incorporate user research and data into your design decisions? Provide an example where research significantly impacted your design direction."
• "Explain how you approach designing for complex workflows and enterprise-level challenges. How do you simplify complexity for the user?"

Company Culture Questions:

• "How do you collaborate effectively with product managers and engineers throughout the product development lifecycle?" (Reference the 'close collaboration' aspect mentioned in the job description).
• "Tell me about a time you had to champion a design solution or influence stakeholders who had different perspectives. How did you approach it?"
• "How do you stay updated on design trends and new technologies, particularly in the AI/ML space?" (Connect to the 'growth mindset' value).

Portfolio Presentation Strategy:

• Start with a brief overview of your background and design philosophy.
• Select 2-3 projects that best demonstrate the skills and experience required for this role, particularly those showcasing leadership, complex problem-solving, and experience with enterprise or AI/ML-related design.
• For each case study, use a clear structure (e.g., Problem, Role, Process, Solution, Impact) and tell a compelling story.
• Highlight your critical thinking around integrating AI/ML, even if it wasn't the primary focus of a project.
• Be prepared to go deep into your process, showing sketches, iterations, and the rationale behind your design decisions.
• Practice your presentation to ensure it flows well and fits within the allotted time.

📌 Application Steps

To apply for this design position:

• Submit your application through this link on the ServiceNow SmartRecruiters portal.
• Tailor your resume to highlight your relevant experience in product design, particularly your experience leading complex initiatives, applying human-centered design, and any experience or thinking related to AI/ML integration. Use keywords from the ATS Keywords list.
• Prepare your design portfolio, focusing on case studies that demonstrate your end-to-end process for complex projects and showcase your problem-solving skills and design impact. Ensure your portfolio is easily accessible online.
• Craft a cover letter that specifically addresses your interest in this Staff Product Designer role at ServiceNow and highlights how your skills and experience align with the requirements, particularly the focus on AI/ML and enterprise design.
• Research ServiceNow's products, particularly those incorporating AI/ML, and understand their design philosophy and values to demonstrate your genuine interest and fit.