What you will do
UX Standards and Consistency
• Own and document the UX and UI standards for the platform, and drive their adoption across every team building on ServiceNow.
• Build and own a design system and component library 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.
Consumer Grade Experience and Adoption
• 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.
Hands On Design and Build
• 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 UX work on the platform.
User Research and Accessibility
• 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, and build accessibility into the design system rather than retrofitting it.
• Turn research and accessibility from checkboxes into a genuine part of how the team works.
Mobile Experience
• Extend the same consumer grade bar to mobile. Our mobile experience is a strength today and this role keeps it that way as the platform grows.
• Design and build mobile experiences that are first class, not afterthoughts, across ServiceNow mobile apps and mobile web.
Building the UX Practice and Team
• 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.
Stakeholder Management and Communication
• 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 technical and non-technical audiences, including executive leadership, and bring people along rather than mandating.
• Make the case for investment in UX and show the return through adoption and outcomes.