Senior Product Designer, Impact

📍 Job Overview

Job Title: Senior Product Designer, Impact Company: ServiceNow Location: Dublin, Ireland Job Type: Full-time Category: Product Design / User Experience (UX) Operations Date Posted: 2025-09-16T19:22:49.581 Experience Level: Senior (5-10 years) Remote Status: Hybrid

🚀 Role Summary

• Drive the creation of innovative, user-centered product experiences that fundamentally transform how people work across global enterprises, with a specific focus on the "Impact" team's mission to accelerate customer value realization and adoption.
• Champion a human-centered design approach, translating complex user needs and research data into intuitive, actionable, and world-class product designs that directly influence customer success on the ServiceNow platform.
• Collaborate closely with cross-functional product management and engineering teams from concept inception to final delivery, actively contributing design expertise and influencing strategic product decisions.
• Leverage and critically assess the integration of Artificial Intelligence (AI) within work processes, decision-making, and problem-solving to enhance user experiences and drive platform efficiency.
• Mentor and coach other designers, fostering a collaborative and supportive team environment while growing personal leadership skills through challenging assignments and varied experiences.

📝 Enhancement Note: This role is positioned within a Product Design team that operates with a significant degree of influence, evidenced by the "intentional seat at the table" mention. The "Impact" team focus suggests a need for designers who can translate complex platform capabilities into tangible customer value and ease of use, requiring a strong understanding of business outcomes and operational efficiency from a user experience perspective. The emphasis on AI integration points towards a forward-thinking design approach.

📈 Primary Responsibilities

• Conceptualize, design, and deliver end-to-end user experiences for the ServiceNow platform, focusing on features that enhance customer value realization, ease of adoption, platform health, and scalability.
• Conduct user research, analyze data, and synthesize insights to inform design decisions, ensuring solutions are grounded in user needs and business objectives.
• Develop comprehensive design documentation, including wireframes, user flows, interactive prototypes, and high-fidelity mockups, adhering to established design systems and accessibility standards.
• Actively participate in product strategy discussions, providing design perspectives and advocating for user-centric solutions within cross-functional teams.
• Lead design critiques, effectively communicate design rationale, and incorporate feedback from product managers, engineers, researchers, and other stakeholders to refine and iterate on designs.
• Mentor junior designers, providing guidance on design processes, tools, and best practices to foster their professional growth and contribution to the team's objectives.
• Explore and integrate AI-driven capabilities into product designs to streamline workflows, enhance decision-making, and provide intelligent assistance to users.

📝 Enhancement Note: The responsibilities highlight a need for a designer who can manage the entire design lifecycle, from initial ideation through to implementation. The emphasis on "customer value realization" and "platform health" indicates that the design output must have a direct, measurable impact on business outcomes and operational efficiency for ServiceNow's enterprise clients. The mentoring aspect is characteristic of a senior-level role.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's or Master's degree in Design, HCI, Computer Science, or a related field is typically expected for senior-level product design roles. Experience: 5+ years of progressive experience in user experience design, product design, or a related field, with a proven track record of delivering successful digital products.

Required Skills:

• Demonstrable expertise in user-centered design (UCD) principles and methodologies, including user research, persona development, journey mapping, and usability testing.
• Proficiency in industry-standard design and prototyping tools (e.g., Figma, Sketch, Adobe Creative Suite, InVision) for creating high-fidelity designs and interactive prototypes.
• Strong portfolio showcasing end-to-end product design solutions with a clear emphasis on user needs, problem-solving, and visual/interaction design execution.
• Excellent communication, presentation, and interpersonal skills, with the ability to articulate design decisions and collaborate effectively with cross-functional teams and stakeholders.
• Experience working within established design systems to ensure consistency, usability, and accessibility across product interfaces.
• Proven ability to participate in and contribute to the complete product development lifecycle, from discovery and ideation through to implementation and iteration.
• A growth mindset, with a proactive approach to learning new skills, adapting to feedback, and embracing new challenges.

Preferred Skills:

• Direct experience leveraging or critically thinking about AI integration in work processes, decision-making, or problem-solving, including the use of AI-powered tools or automation.
• Experience in designing for enterprise software platforms or complex B2B SaaS applications.
• Familiarity with front-end development concepts (HTML, CSS, JavaScript) to facilitate better collaboration with engineering teams.
• Experience in mentoring or coaching junior designers.
• Demonstrated ability to build trust and foster strong working relationships through clear, open, and consistent communication.

📝 Enhancement Note: The requirement for AI integration experience is a significant differentiator, suggesting the company is prioritizing candidates who can think strategically about emerging technologies and their impact on user workflows. The "5+ years" aligns with a senior individual contributor role, expecting a high degree of autonomy and strategic input.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated collection of 3-5 comprehensive case studies that demonstrate your end-to-end design process, from initial problem definition and user research to final design solutions and outcomes.
• Each case study should clearly articulate the user problem, your role and contributions, the design process followed, key design decisions and rationale, and the measurable impact or results of your work.
• Showcase a strong understanding of human-centered design principles and how research data informed your design solutions.
• Include examples of high-fidelity designs, prototypes, and specifications that highlight your proficiency with design tools within a system/product context.
• Demonstrate experience in designing for complex systems or platforms, showcasing an ability to maintain consistency and usability.

Process Documentation:

• Evidence of how you have documented and communicated design processes, including user flows, wireframes, and interaction specifications, to ensure clarity and alignment with engineering and product teams.
• Examples of how you have leveraged or contributed to design systems, including adherence to guidelines and potential contributions to their evolution.
• Showcase your approach to iterating on designs based on user feedback, usability testing, and performance metrics.

📝 Enhancement Note: For a senior role, the portfolio is critical. It needs to go beyond just visual aesthetics and demonstrate strategic thinking, problem-solving capabilities, and a process-driven approach that leads to measurable business impact. The emphasis on AI integration should be evident in at least one case study if possible.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Product Designers in Dublin, Ireland, with 5-10 years of experience, the estimated salary range is likely between €70,000 - €100,000 annually. This estimate considers the cost of living in Dublin, the tech industry's compensation standards, and the senior level of the role.

Benefits:

• Comprehensive health and wellness benefits, potentially including medical, dental, and vision coverage.
• Generous paid time off, including vacation days, sick leave, and public holidays.
• Retirement savings plan options, such as a pension scheme or 401(k) equivalent.
• Opportunities for professional development, including training, conferences, and certifications.
• Stock options or equity grants, common in technology companies like ServiceNow.
• Access to employee assistance programs and wellness initiatives.
• Flexible work arrangements, including hybrid work options and potential for remote flexibility within Ireland.

Working Hours: Standard full-time working hours are typically 40 hours per week. ServiceNow's hybrid work model suggests flexibility in how these hours are structured, with expectations for collaboration during core business hours.

📝 Enhancement Note: ServiceNow is a large, established tech company, so benefits are expected to be competitive and comprehensive. The salary range is an estimate and can vary based on the candidate's specific experience, the strength of their portfolio, and negotiation. The "Impact" team's focus might imply a performance-driven culture where outcomes are highly valued.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enterprise Software / Cloud Computing / IT Service Management (ITSM). ServiceNow is a leader in digital workflow automation, providing a platform that helps companies manage their digital operations, IT services, HR, customer service, and more. Company Size: ServiceNow is a large enterprise, with tens of thousands of employees globally. This means established processes, significant resources, and opportunities for career growth within a structured environment. Founded: 2004. This indicates a mature company with a proven track record and a well-established market presence, but also one that continues to innovate and adapt.

Team Structure:

• The Product Design team is part of a larger Product organization, working closely with Product Management and Engineering.
• Designers are organized into pods or squads aligned with specific product areas or customer journeys.
• The "Impact" team is a specialized group within Product Design, focusing on customer success, adoption, and platform health.
• Designers often report to a Design Manager or Director, with senior designers expected to mentor and guide others.

Methodology:

• ServiceNow emphasizes a data-driven and user-centric approach to product development, leveraging human-centered design principles.
• Collaboration is key, with designers working in cross-functional teams to ensure alignment and shared ownership.
• Agile methodologies are likely employed, with iterative design and development cycles.
• There's a focus on building and maintaining a robust design system to ensure consistency and efficiency across the platform.

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

📝 Enhancement Note: ServiceNow's culture is generally described as innovative, fast-paced, and focused on customer success. The emphasis on "making the world work better for everyone" suggests a purpose-driven organization. For a designer, this means working on products that have a significant impact on how large organizations operate.

📈 Career & Growth Analysis

Operations Career Level: Senior Product Designer. This level signifies a highly experienced individual contributor who is expected to lead design initiatives, mentor junior team members, and contribute strategically to product roadmaps and design vision. They are expected to operate with a high degree of autonomy and provide expert guidance. Reporting Structure: Typically, a Senior Product Designer would report to a Design Manager or Director of Product Design. They would work within cross-functional product teams, collaborating daily with Product Managers, Engineers, Researchers, and other designers. Operations Impact: Designers at ServiceNow have a direct impact on how enterprise customers adopt and leverage the platform to improve their operational efficiency, streamline workflows, and achieve business goals. The "Impact" team's focus specifically targets this by ensuring customers realize value faster and maintain platform health, thereby influencing customer retention and expansion.

Growth Opportunities:

• Leadership Development: Opportunities to lead design projects, mentor junior designers, and potentially move into a Lead Designer or Design Manager role.
• Specialization: Deepen expertise in specific areas like AI-driven design, design systems, or user research methodologies.
• Cross-functional Mobility: Potential to move into related roles such as Product Management, UX Research, or even specialized areas within the company's broader operations.
• Skill Enhancement: Access to internal training, external conferences, and workshops to stay current with design trends, tools, and technologies.

📝 Enhancement Note: A Senior Product Designer at ServiceNow is a significant role, offering substantial opportunities for professional development and impact. The company's scale provides a broad canvas for growth, and the focus on innovation, particularly with AI, means continuous learning is inherent to the role.

🌐 Work Environment

Office Type: ServiceNow operates a hybrid work model, meaning employees will blend working from home with working from a physical office location. The Dublin office is likely a modern, collaborative workspace designed to support team interaction and focused work. Office Location(s): The primary location mentioned is Dawson Street, Dublin, Ireland. ServiceNow also has offices in other major global hubs, but this specific role is anchored in Dublin.

Workspace Context:

• Collaborative Spaces: The office environment will likely feature open-plan areas, meeting rooms, and collaboration zones to facilitate teamwork and brainstorming sessions.
• Assigned Workstations/Hot-desking: Depending on the hybrid model implementation, there may be assigned desks or hot-desking arrangements.
• Technology Integration: Offices are equipped with modern technology to support hybrid work, including video conferencing tools and collaboration software.
• Team Interaction: The hybrid model encourages intentional in-person collaboration for key meetings, workshops, and team-building activities, fostering stronger relationships within the "Impact" design team.

Work Schedule: While a standard 40-hour work week is expected, the hybrid model offers flexibility in structuring workdays. Core collaboration hours are typically observed to ensure team members are available for meetings and synchronous work.

📝 Enhancement Note: The hybrid work persona is a key aspect of ServiceNow's culture. For a designer, this means balancing independent work with collaborative sessions, requiring strong self-management skills and the ability to be effective in both remote and in-office settings.

📄 Application & Portfolio Review Process

Interview Process:

• Application Screening: Review of resume and portfolio for alignment with qualifications and experience.
• Recruiter Screen: Initial conversation to assess cultural fit, motivations, and basic qualifications.
• Hiring Manager Interview: Deeper dive into experience, design philosophy, and understanding of the role's responsibilities.
• Design Portfolio Review / Presentation: A critical stage where candidates present several case studies, detailing their process, decision-making, and impact. This often involves a live presentation and Q&A.
• Cross-functional / Team Interviews: Discussions with Product Managers, Engineers, and other designers to assess collaboration skills and technical understanding.
• Final Interview (Potentially with Senior Leadership): A final conversation to confirm overall fit and potential.

Portfolio Review Tips:

• Storytelling: Structure your case studies as compelling narratives. Clearly define the problem, your unique contribution, the process, and the measurable outcome.
• Process Depth: Showcase your thought process, not just the final deliverables. Explain why you made certain design decisions, referencing user research and business goals.
• Impact Focus: Quantify the impact of your designs whenever possible (e.g., increased conversion rates, reduced support tickets, improved user satisfaction scores).
• AI Integration: If possible, highlight any experience with AI in your portfolio, explaining how you approached design challenges related to AI.
• Conciseness: Be prepared to present your most impactful work efficiently, respecting the interviewers' time. Prioritize quality over quantity.

Challenge Preparation:

• Design Exercise: You might be given a short design challenge to complete within a timeframe, or asked to critique an existing product/feature and propose improvements.
• Problem-Solving: Be ready to discuss how you approach complex, ambiguous problems and how you break them down into manageable steps.
• Stakeholder Management: Prepare examples of how you've managed conflicting feedback from stakeholders and advocated for the user.
• Design System Thinking: Demonstrate an understanding of how to work within and contribute to a design system.

📝 Enhancement Note: The portfolio review is arguably the most crucial part of the application process for a Senior Product Designer. Candidates should meticulously prepare their presentations, focusing on demonstrating strategic thinking, problem-solving skills, and a clear, impactful design process.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (highly probable as industry standard), Sketch, Adobe Creative Suite (Photoshop, Illustrator, XD), InVision.
• Collaboration & Communication: Slack, Microsoft Teams, Zoom, Confluence, Jira.
• User Research & Testing: UserTesting.com, Optimal Workshop, Maze, Lookback.

Analytics & Reporting:

• Tools for analyzing user behavior and product performance (e.g., Google Analytics, Amplitude, Pendo) might be used by the broader product team, and designers should be able to interpret this data.

CRM & Automation:

• While not directly a designer's tool, understanding the core ServiceNow platform's CRM-like capabilities and automation workflows is beneficial for context.

📝 Enhancement Note: Proficiency in modern design tools, particularly Figma, is essential. Familiarity with collaboration tools used in distributed and hybrid environments is also key. Understanding how design integrates with analytics and development workflows is important for a senior role.

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A deep commitment to understanding and solving customer problems, ensuring the platform drives value and success.
• Innovation: Encouraging new ideas, exploring emerging technologies like AI, and continuously improving products and processes.
• Collaboration: Working effectively across teams to achieve shared goals, valuing diverse perspectives and open communication.
• Ownership & Accountability: Taking responsibility for outcomes, driving initiatives forward, and delivering high-quality work.
• Excellence: Striving for high standards in design, execution, and user experience.

Collaboration Style:

• Cross-functional Integration: Designers are embedded within product teams, working closely with product managers and engineers to co-create solutions.
• Feedback-Rich Environment: Openness to giving and receiving constructive feedback to improve designs and processes.
• Design System Adherence & Contribution: Working within and potentially contributing to the company's design system to ensure consistency and efficiency.
• Agile & Iterative: Embracing an iterative design approach, incorporating feedback and data throughout the development cycle.

📝 Enhancement Note: ServiceNow values a culture of innovation and collaboration, with a strong emphasis on customer success. Designers are expected to be proactive, collaborative partners within their product teams, contributing not just to the "what" but also the "why" of product decisions.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Enterprise Solutions: Designing for a broad enterprise platform with many interconnected modules and workflows can be challenging, requiring a deep understanding of user contexts and business processes.
• Integrating AI Seamlessly: Effectively integrating AI into user workflows without creating confusion or adding complexity will be a key design challenge.
• Balancing User Needs with Business Goals: Successfully aligning user desires with the strategic objectives and technical constraints of a large enterprise platform.
• Hybrid Work Dynamics: Navigating communication and collaboration effectively within a hybrid work environment to maintain strong team cohesion and productivity.

Learning & Development Opportunities:

• AI Design Specialization: Gaining hands-on experience and developing expertise in designing AI-powered features and workflows.
• Platform Design Mastery: Deepening knowledge of the ServiceNow platform's capabilities and ecosystem.
• Mentorship and Leadership: Developing coaching and leadership skills by guiding junior designers and leading design initiatives.
• Industry Best Practices: Staying abreast of the latest trends in UX design, enterprise software, and AI through continuous learning and engagement with the design community.

📝 Enhancement Note: The role offers a unique opportunity to shape experiences in the rapidly evolving field of AI-driven enterprise solutions. The challenges are significant but come with substantial growth potential in a leading technology company.

💡 Interview Preparation

Strategy Questions:

• Design Process & Problem-Solving: "Describe a complex design problem you solved. Walk me through your process, the challenges you faced, and the outcome. How did you incorporate user research and data?"
• AI Integration: "How would you approach designing a new AI-powered feature for a workflow automation tool? What are the key considerations for user trust and transparency?"
• Collaboration & Stakeholder Management: "Tell me about a time you had to reconcile conflicting feedback from different stakeholders. How did you manage the situation and arrive at a design solution?"
• Design System Usage: "How have you used a design system in your previous roles? What are the benefits and challenges of working with design systems?"

Company & Culture Questions:

• ServiceNow Understanding: "What do you know about ServiceNow and its platform? How do you see the 'Impact' team contributing to customer success?"
• Teamwork & Mentorship: "Describe your ideal team environment. How do you approach mentoring junior designers or collaborating with your peers?"
• Growth Mindset: "How do you stay current with design trends and technologies? Can you give an example of a time you learned a new skill to improve your work?"

Portfolio Presentation Strategy:

• Structure: Use a clear, consistent structure for each case study (Problem, Your Role, Process, Solution, Outcome/Impact).
• Visuals: Ensure high-quality visuals that clearly communicate your design work. Annotate key screens to explain design decisions.
• Narrative: Tell a story that highlights your problem-solving skills and impact. Be engaging and passionate about your work.
• Q&A Readiness: Anticipate questions about your decisions, challenges, and the metrics used to measure success. Be prepared to discuss alternative approaches you considered.
• AI Emphasis: If you have relevant AI experience, weave it into your case studies or be prepared to discuss it when asked.

📝 Enhancement Note: Prepare to be challenged on your design process, rationale, and the impact of your work. Demonstrating a strong understanding of user needs, business objectives, and collaborative problem-solving will be key. The ability to articulate the value of design, especially in the context of AI and enterprise solutions, is crucial.

📌 Application Steps

To apply for this Senior Product Designer position:

• Submit your resume and a link to your online portfolio through the ServiceNow careers portal.
• Portfolio Customization: Ensure your portfolio prominently features case studies demonstrating end-to-end product design, human-centered design principles, and ideally, examples of AI integration or complex system design.
• Resume Optimization: Tailor your resume to highlight keywords from the job description, such as "user-centered design," "AI integration," "high-fidelity design," "product development lifecycle," and "mentoring." Quantify achievements where possible.
• Interview Preparation: Practice presenting your portfolio case studies, focusing on storytelling, process, and impact. Prepare answers to common UX design interview questions and potential scenario-based questions.
• Company Research: Familiarize yourself with ServiceNow's platform, its mission, and recent company news. Understand the "Impact" team's specific goals and how your skills align.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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