ServiceNow UX Lead

As the UX Lead for our Service Now 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 ahands-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 consumergrade, 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 willestablisha 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.

• Own and document the UX and UI standards for the platform, anddrive their adoption across every team building on Service Now.
• Build and own a design system andcomponentlibrary 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.

• 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.

• Design 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 UXworkon the platform.

• 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, andbuildaccessibility into the design system rather than retrofitting it.
• Turn research and accessibility from check boxes into a genuine part of how the team works.

• Extend the same consumer grade bar to mobile. Our mobile experience is a strengthtodayand this role keeps it that way as the platform grows.
• Design and build mobile experiences that are first class, not afterthoughts, across Service Now mobile apps and mobile web.

• 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.

• 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…