Sr. Product Designer, Mobile Strategy & Systems

Position: Sr. Staff Product Designer, Mobile Experience Strategy & Systems
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, Service Now is the AI control tower for business reinvention.

Our Service Now 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.

Job Description We are looking for a Principal Product Designer to define and advance a coherent, best-in-class mobile experience across Service Now. This role will establish the strategy, principles, shared patterns, and quality standards that connect Service Now'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 Service Now 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…