Principal Product Designer — AI & ServiceNow

About the RoleWe’re looking for a Principal Product Designer to help shape the next generation of our AI-powered enterprise platform.This is a senior, hands-on design role for someone who combines deep product design craft with systems thinking, product strategy, and design leadership. You’ll work across complex enterprise experiences, translating sophisticated technology into products that are intuitive, scalable, and genuinely useful.You’ll operate as both a strategic design leader and player-coach — setting direction, raising the quality bar, mentoring designers, and remaining close enough to the work to influence important product decisions directly.What You’ll DoLead end-to-end product design for complex enterprise SaaS and AI-powered experiences.Define UX strategy for emerging capabilities such as AI copilots, agents, intelligent workflows, automation, and AI-assisted decision making.Partner closely with Product, Engineering, Research, and Data to turn ambiguous problems into clear product opportunities.Establish patterns and principles that create consistent experiences across web, mobile, and desktop.Drive the evolution of our design system and shared component architecture, balancing consistency with product-specific needs.Translate complex technical concepts and platform capabilities into simple, intuitive user experiences.Influence product strategy through customer insight, prototyping, experimentation, and strong design rationale.Lead design from early discovery and conceptual thinking through interaction design, prototyping, validation, and delivery.Identify opportunities to simplify fragmented or inconsistent product experiences.Mentor and develop other designers, providing thoughtful critique and helping establish a high bar for product design.Collaborate with senior stakeholders and executives, communicating design decisions clearly and effectively.Help establish scalable design processes, standards, and ways of working as the organization grows.What We’re Looking ForProduct Design Experience15–20+ years of professional design experience, with significant experience designing digital products at scale.Deep experience with enterprise SaaS, B2B, platforms, or complex workflow products.A strong portfolio demonstrating ownership of significant product problems from strategy through execution.Experience designing products that span multiple surfaces, platforms, or product areas.Strong interaction design, information architecture, prototyping, and visual design skills.AI & Platform ExperienceMeaningful experience designing AI-powered products or intelligent workflows.Understanding of the unique UX challenges associated with AI, including trust, transparency, human-in-the-loop workflows, uncertainty, and explainability.Experience designing platform capabilities that are consumed across multiple products or experiences.Ability to turn complex technical capabilities into understandable user experiences.Systems ThinkingStrong experience building or evolving design systems and component libraries.Understanding of scalable design patterns, tokens, components, accessibility, and design/development collaboration.Ability to think beyond individual screens and consider the broader product ecosystem.Experience creating consistency across Web, Mobile, Desktop, or other product surfaces.LeadershipProven ability to operate as a player-coach: leading through influence while remaining hands-on.Experience mentoring designers and providing high-quality design critique.Comfortable working with senior Product and Engineering leaders and influencing decisions without relying on formal authority.Strong communication skills, with the ability to explain complex design and product decisions to both technical and non-technical audiences.Comfortable operating in ambiguity and bringing structure to complex problems.How You’ll WorkYou’ll be expected to:Think strategically. Connect individual product decisions to customer needs, business goals, and the broader platform strategy.Stay hands-on. This is not a purely managerial role. You’ll still spend meaningful time exploring concepts, designing interactions, prototyping, and solving difficult problems.Build systems, not silos. Create reusable patterns and frameworks that improve experiences across the product ecosystem.Make complexity feel simple. Our customers deal with sophisticated technology and workflows. Your job is to make that power feel intuitive.Raise the bar. Help establish a culture of thoughtful, evidence-based, high-quality product design.Qualifications15+ years of professional product/UX design experience.Demonstrated experience with enterprise SaaS or complex B2B products.Experience working on AI/ML-powered products, platforms, copilots, agents, or intelligent workflows.Strong portfolio showing significant product ownership and measurable impact.Experience with design systems and scalable product architecture.Experience collaborating closely with engineering and product teams.Excellent communication, facilitation, and presentation skills.Nice to HaveExperience at a high-growth or scaled SaaS company.Experience designing products used by large enterprise organizations.Experience across multiple platforms, including web, mobile, and desktop.Experience establishing or significantly scaling a design system.Experience with 0→1 AI products or emerging technology.Experience managing or mentoring designers.Familiarity with modern AI product patterns and agentic UX.What Success Looks LikeIn your first 6–12 months, you will have:Helped define a clear design direction for key AI and platform initiatives.Delivered high-impact experiences for complex enterprise workflows.Established reusable patterns that improve consistency across products.Strengthened our design system and design/development collaboration.Raised the quality and strategic influence of product design.Become a trusted design partner to Product and Engineering leadership.Mentored other designers and helped create a stronger design practice.The Ideal CandidateYou’re a deeply experienced product designer who still loves designing.You can zoom out and think about an entire platform, then zoom in and obsess over a critical interaction. You’re comfortable discussing product strategy with executives, architecture with engineers, and interaction details with fellow designers.You’ve spent years learning how enterprise software really works — and you know that the best enterprise experiences aren't necessarily the ones with the most features, but the ones that make complex work feel remarkably simple.You bring craft, curiosity, systems thinking, technical fluency, and leadership — without losing the hands-on designer mindset.