Sr. Staff Product Designer, Mobile Experience Strategy & Systems

ServiceNow is seeking a Sr. Staff Product Designer to shape a coherent, best-in-class mobile experience across Adaptive and native iOS and Android. The role sets strategy, principles, shared patterns, and quality standards, enabling teams across Platform and business units to deliver consistent, accessible, and optimized mobile workflows.

Role Focus

This position provides strategic and systems leadership for mobile experience design. It operates through partnership with product teams rather than replacing their product ownership or delivery responsibilities.

Key Responsibilities

• Establish a unified vision and multi-year strategy for mobile experiences across Adaptive and native platforms.
• Define when experiences should be adaptive, native, or intentionally shared, and provide clear principles for decision-making.
• Translate company, platform, and design-system priorities into a focused mobile experience roadmap.
• Identify high-value mobile opportunities to simplify work, support work in context, and extend ServiceNow beyond desktop experiences.
• Represent mobile experience strategy across senior design, product, engineering, and platform forums.
• Align Platform and business-unit leaders on shared priorities, investments, dependencies, and measures of success.
• 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.
• Clarify relationships among shared experience patterns, Adaptive capabilities, native platform conventions, and product-specific needs.
• Ensure patterns reflect real mobile contexts, including device differences, 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 while allowing intentional variation when customer needs or platform conventions require it.
• Define what best-in-class mobile quality means for ServiceNow, covering usability, interaction, visual craft, performance perception, accessibility, resilience, and platform appropriateness.
• Create reference experiences, prototypes, and exemplars that demonstrate intended experience behavior and quality standards.
• Provide strategic direction and hands-on critique for high-impact mobile initiatives across Platform and business units.
• Lead cross-product reviews to detect fragmentation, redundant solutions, system gaps, and reuse opportunities.
• Help teams resolve complex mobile interaction challenges without taking over product ownership or delivery responsibilities.
• Ensure shared experiences are designed for mobile realities rather than reduced or rearranged versions of desktop workflows.
• Develop a framework for deciding whether a use case is best served through Adaptive, native, or a coordinated combination.
• Define continuity principles across channels so users can move between desktop, Adaptive, and native experiences without losing context or confidence.
• Identify capabilities that should remain consistent across surfaces versus those that should follow native platform behaviors.
• Guide teams through tradeoffs involving reach, speed, fidelity, device capabilities, performance, accessibility, maintainability, and customer expectations.
• Surface gaps in Adaptive and native platform capabilities and translate them into prioritized system and platform needs.
• Partner with engineering and product leaders to ensure design intent is feasible, scalable, and supported by the underlying platform.
• Define mobile experience principles, interaction standards, design guidance, and decision frameworks that teams can apply consistently.
• Incorporate iOS, Android, responsive, and adaptive design conventions while maintaining a recognizable ServiceNow experience.
• Establish guidance for touch interaction, gesture use, hierarchy, density, input, feedback, motion, system permissions, device capabilities, error recovery, and edge cases.
• Embed accessibility, localization, responsive behavior, privacy, trust, and inclusive design into mobile standards from the outset.
• Clarify how mobile patterns connect to the broader design system, content standards, AI experience principles, and platform architecture.
• Keep standards current as device ecosystems, operating-system conventions, AI interaction models, and customer expectations evolve.
• Create playbooks, decision tools, pattern guidance, workshops, demonstrations, and other resources to help teams deliver high-quality mobile experiences.
• Coach designers and cross-functional teams through mobile strategy, interaction, and system-design challenges.
• Build a mobile design community of practice that connects practitioners across Platform and business units.
• Facilitate working sessions that reconcile competing needs and turn product-specific solutions into reusable patterns where appropriate.
• Help design leaders identify capability gaps and strengthen mobile craft across their teams.
• Enable distributed teams to make better mobile decisions while maintaining shared experience standards.
• Partner with Research, Product, Analytics, and customer-facing teams to understand mobile contexts, unmet needs, adoption barriers, and workflow opportunities.
• Maintain an ongoing view of mobile experience quality across the product portfolio.
• Use customer evidence, product data, competitive analysis, design audits, and team feedback to prioritize improvements.
• Define measures for mobile usability, adoption, task success, satisfaction, consistency, reuse, accessibility, and experience quality.
• Communicate insights, progress, risks, and recommendations to design and cross-functional leadership.

Scope and Partnership Model

• Shared responsibilities: creating coherent experiences across Adaptive, native, and desktop surfaces; translating recurring product needs into reusable patterns and platform capabilities; ensuring high-priority mobile experiences meet shared quality standards; resolving gaps among customer needs, design intent, platform capabilities, and implementation; improving reuse, adoption, and consistency while supporting necessary product innovation.
• This role owns: cross-company mobile experience vision, principles, and design strategy; the framework for choosing and coordinating Adaptive and native approaches; shared mobile experience patterns, standards, and quality criteria; reference experiences and prototypes that demonstrate intended behavior; cross-product mobile audits and strategic reviews and recommendations; mobile design best practices, enablement, and community of practice; and identification and prioritization of systemic mo (as provided).
• Business-unit and Platform teams own: product-specific mobile strategy within the shared enterprise direction; customer and business outcomes for their product areas; end-to-end design and delivery of their mobile features and workflows; product requirements, sequencing, resourcing, and roadmap commitments; and validation of product-specific needs with customers and users.

Required Qualifications

• 10+ years of experience in product design, mobile experience design, design systems, interaction design, or a related discipline.
• Demonstrated experience setting mobile product or experience strategy across multiple products, platforms, or business areas.
• Deep expertise designing both native iOS and Android experiences and adaptive or responsive mobile experiences.
• Exceptional interaction-design and systems-thinking skills, with a portfolio showing complex mobile workflows and reusable patterns.
• Strong understanding of Apple Human Interface Guidelines, Material Design, mobile accessibility standards, and modern mobile platform conventions and capabilities.
• Experience determining when experiences should be native, adaptive, responsive, or coordinated across multiple surfaces.
• Ability to translate customer and product needs into principles, frameworks, patterns, standards, and actionable design direction.
• Demonstrated success influencing senior design, product, and engineering partners across a complex, matrixed organization.
• Experience creating prototypes and reference experiences that clarify strategy, behavior, and design intent.
• Strong understanding of enterprise workflows, platform products, shared services, and challenges of designing for complex or regulated environments.
• Experience using research, analytics, audits, and qualitative evidence to identify systemic opportunities and measure progress.
• Excellent communication, facilitation, storytelling, and critique skills across practitioner and executive audiences.
• Demonstrated ability to mentor designers and raise craft and strategic capability without formal management authority.
• Experience working in a federated design organization or with an enterprise design system serving multiple business units.
• Experience with workflow, productivity, enterprise SaaS, field-service, employee, or operational mobile products.
• Familiarity with offline-first experiences, push notifications, deep linking, device permissions, authentication, security, and device-specific capabilities.
• Experience designing AI-assisted or agentic mobile experiences, including patterns for trust, control, confirmation, interruption, and proactive assistance.
• Familiarity with mobile development constraints and frameworks such as SwiftUI, Jetpack Compose, React Native, Flutter, or adaptive web technologies.
• Experience establishing mobile governance, contribution models, or communities of practice at scale.

Technologies

• iOS
• Android
• Apple Human Interface Guidelines
• Material Design
• SwiftUI
• Jetpack Compose
• React Native
• Flutter

Location

Santa Clara, CA (onsite)

Compensation

USD 190,900 - 334,100 per year

Benefits

• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs
• Base pay of $190,900 - $334,100 (plus equity when applicable, and variable/incentive compensation and benefits)

Additional Information

• Work personas (flexible, remote, or required in office) are assigned based on the nature of work and assigned work location.
• ServiceNow may confirm the distance between primary residence and the closest ServiceNow office using a third-party service.
• Equal Opportunity Employer statement (consideration without regard to protected categories).
• Accommodations: contact [email protected] for assistance.
• Export Control Regulations: may require export control approval for certain individuals; employment contingent upon obtaining any export license or other approval required.