Job Description

Lead UI/UX Designer

Role Overview

We are seeking a Lead UI/UX Designer to define and guide the end-to-end experience for the ServiceNow Associate Portal. The role will lead user-centered discovery, experience strategy, interaction design, prototyping, and design validation for a global associate experience built on ServiceNow Employee Center Pro and integrated enterprise capabilities.

What You Will Do

· Lead UX strategy and design direction for the Associate Portal across desktop and mobile experiences.

· Plan and facilitate discovery workshops, stakeholder interviews, user research, journey mapping, persona development, and usability testing.

· Translate business needs and research insights into information architecture, user flows, wireframes, high-fidelity designs, and interactive prototypes.

· Define scalable navigation, taxonomy, search, personalization, content, and self-service experience patterns.

· Create and govern a reusable design system aligned with enterprise brand, ServiceNow capabilities, and accessibility standards.

· Partner with ServiceNow developers to ensure designs are feasible in Employee Center Pro, UI Builder, Service Portal, and responsive web frameworks.

· Review implementation quality, identify experience gaps, and guide design refinements through release and hypercare.

· Present design recommendations, trade-offs, and decisions to product owners, architects, and senior stakeholders.

· Mentor designers and researchers and establish practical UX standards, review checkpoints, and documentation.

Required Qualifications

· Bachelor’s degree in UX, Interaction Design, Human-Computer Interaction, Visual Design, or a related field, or equivalent practical experience.

· 8+ years of UX/product design experience, including leadership of complex enterprise or employee-facing digital products.

· Strong portfolio demonstrating user research, interaction design, information architecture, prototyping, usability validation, and measurable outcomes.

· Advanced proficiency with Figma or comparable design and prototyping tools.

· Strong knowledge of responsive design, accessibility, design systems, and enterprise content experiences.

· Ability to influence stakeholders and convert ambiguous business challenges into clear experience direction.

· Experience working within Agile product delivery and collaborating closely with engineering teams.

Preferred Qualifications

· Experience designing ServiceNow Employee Center Pro, Service Portal, UI Builder, Next Experience, or comparable enterprise portals.

· Knowledge of ServiceNow Horizon Design System and platform UX patterns.

· Experience with global, multilingual, personalized, mobile-first, or AI-assisted employee experiences.

· Understanding of analytics, experimentation, adoption metrics, and continuous experience improvement.

Success in This Role

· Deliver intuitive, accessible, and consistent experiences that improve associate self-service and engagement.

· Translate research and design intent into scalable ServiceNow experiences while balancing usability, performance, security, and maintainability.

· Collaborate effectively across product, design, engineering, content, architecture, and business teams.