Senior Director

About the job:

Company Description:

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work.

Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500.

Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey.

Join us as we pursue our purpose to make the world work better for everyone.

The Experience (EX) team is a global collective of passionate, diverse individuals united by a bold mission: to create product experiences that people truly love.

We bring together the power of user insights, product expertise, clear content, creativity, craft, and AI to unlock human potential.

Our work shapes experiences that drive simplicity, cohesion, productivity, and engagementempowering users to accomplish their most important work on the worlds most intelligent platform.

India plays a vital role in this mission.

The India EX organization is a vibrant microcosm of our global team, representing 30% of our overall organization.

Based in India is a talented mix of designers, researchers, product content and operations professionals who lead with curiosity and craft, driving innovation and delivering lovable, impactful product experiences at scale.

CRM & Industry Workflows (CRMI) at ServiceNow empowers organizations across industries to deliver high-quality customer servicewhether the customer is an individual, family, organization, citizen, or patient.

We enable seamless orchestration and automation of work across entire enterprises, ensuring exceptional customer experiences.

Our Team Spans Multiple Product Areas:

Customer Service Management (CSM): Delivers foundational capabilities for world-class customer service.

Field Service Management (FSM): Builds solutions to coordinate and execute work in the field.

Sales and Order Management (SOM): Unites sales and order processes across front, middle, and back-office operations.

Industry Verticals: Extends our platform with industry-specific solutions across Telecom, Tech, Manufacturing, Public Sector, Retail Operations, Financial Services, Healthcare, and more.

Together, we are transforming how the worlds largest organizations serve their customers, leveraging AI, automation, and consumer-grade design to drive efficiency and productivity at scale.

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 high-impact 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, you'll lead and mentor a team of 20+ designers, including 34 design managers.

- You'll foster a culture rooted in creativity, collaboration, and excellence.

- In your role as India Site Leader, you'll 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 dotted-line leader for the India-based 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 sought-after 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 best-in-class user experiences across mobile, desktop, and emerging modalities.

- Champion user-centered design, design thinking, and AI-driven 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 forward-looking vision for the team, and instill a strong product mindset in the design organization.

People & Organizational Leadership:

- Directly manage and mentor 3-4 design managers, fostering leadership growth and cross-functional collaboration.

- Attract, grow, and retain top product design talent in India, building a high-performing 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 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 high-performing teams.

- Experience designing for large-scale 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 AI-driven 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 pixel-perfect polish.

Basic Qualifications:

- Bachelors degree (or equivalent experience) in Interaction Design, Human-Computer Interaction, Psychology, or related fields.

- Enterprise product design experience, with a strong portfolio showcasing strategic thinking and impact.

- Experience working cross-functionally in a fast-paced, agile environment.

- Strong verbal and written English communication skills.

- Willingness to travel up to 20%, including travel to the U.

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.

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.

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