Senior Director, Product Design
Senior Director, Product Design
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Job Description
What you get to do in this role:
As the Senior Director of CRM & Industry (CRMI) Design and EX India Site Leader you will play a pivotal role in shaping the future of user experience across our global platformanchored in India. This is a highimpact leadership position where youll champion design excellence drive innovation foster cultural cohesion and lead team growth at scale.
Youll serve as a critical force in enabling the India EX organization to thrive while also shaping the future of product experiences within CRM & Industry workflows. Reporting to the VP of Design CRMI you will hold dual responsibilities: functional leadership aligned to the CRMI organization and site leadership for the broader India EX team.
As a senior member of the global design leadership team and a core representative of CRMI within the India EX Leadership group youll lead and mentor a team of 20 designers including 34 design managers. Youll foster a culture rooted in creativity collaboration and excellence.
In your role as India Site Leader youll partner closely with a talented leadership team spanning design research and product contentdriving cohesion alignment and a shared vision for UX across the region. The India Leadership team members report directly to their functional leaders and will have a dotted line reporting to you for their India site leadership accountabilities.
EX India Site lead:
- Serve as the dottedline leader for the Indiabased Experience (EX) organizationguiding aligning and energizing a multidisciplinary team of design leaders researchers product content experts and design operations leads.
- Define and drive the India UX vision helping shape a compelling UX vision and strategy for the India org in alignment with global priorities ensuring local excellence contributes to global impact.
- Foster a unified strategic UX approach leading efforts to drive cohesion and consistency in EX across product teams by collaborating closely with global design research and content counterparts.
- Champion design quality and operational rigor. Elevate the quality of product experiences by strengthening design standards review rituals and global processes across India and beyond.
- Build a strong internal and external EX brand: Partner with the India UX leadership team to position EX India as a creative innovative and soughtafter organizationattracting top talent boosting retention and strengthening our presence in the broader design and tech ecosystem.
- Represent EX at the highest levels: Act as a key EX voice in executive briefings customer engagements and strategic forumsbringing the value of design to the forefront of business and product conversations.
- Mentor and grow leadership: Cultivate the next generation of UX leaders in India through coaching sponsorship and strategic development planning.
CRM & Industry Product Design lead:
Design Leadership & Vision
- Define and drive the UX vision for CRMI products ensuring bestinclass user experiences across mobile desktop and emerging modalities.
- Champion usercentered design design thinking and AIdriven experiences that improve productivity and customer satisfaction.
- Raise the bar for design quality across interaction design visual design and multimodal experiences.
- Stay ahead of industry trends emerging technologies and AI innovations to inform strategy define a forwardlooking vision for the team and instill a strong product mindset in the design organization.
People & Organizational Leadership
- Directly manage and mentor 34 design managers fostering leadership growth and crossfunctional collaboration.
- Attract grow and retain top product design talent in India building a highperforming and engaged team.
- Partner closely with global UX leaders to drive alignment and cohesion across CRMI and the broader ServiceNow ecosystem.
Strategic Collaboration
- Work closely with Product Engineering Content and Research to shape product strategy and execution.
- Ensure UX is a strategic driver of business impact by aligning design efforts with customer needs and company goals.
- Advocate for the user while balancing business objectives technical feasibility and product scalability.
Execution & Operational Excellence
- Oversee the design process from research and ideation to execution and delivery.
- Partner with teams on roadmap planning user research and usability testing to validate and refine solutions.
- Maintain high design standards and ensure consistency across products by contributing to and evolving ServiceNows Design System.
Qualifications :
To be successful in this role you have:
- 10 years of experience in Product Design UX or related fields with 5 years leading and developing teams.
- Proven success in hiring mentoring and growing design leaders and highperforming teams.
- Experience designing for largescale enterprise software with prior consumer experience as a plus.
- Expertise in enterprise CRM Customer Service Management (CSM) CCaaS or related customer experience platforms is highly desirable.
- Deep understanding of AIdriven and multimodal experiences across web mobile and emerging technologies.
- Ability to distill complex problems into intuitive elegant design solutions.
- Strong storytelling communication and stakeholder management skills to influence at all levels.
- Obsessed with UX excellence execution rigor and pixelperfect polish.
Basic Qualifications:
- Bachelors degree (or equivalent experience) in Interaction Design HumanComputer Interaction Psychology or related fields.
- Enterprise product design experience with a strong portfolio showcasing strategic thinking and impact.
- Experience working crossfunctionally in a fastpaced agile environment.
- Strong verbal and written English communication skills.
- Willingness to travel up to 20% including travel to the U.S.
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
