Principal Product Designer (SalesCRM)

• This role is part of our Product Design team
• The team uses their superpower of empathizing, understanding, and applying our users’ and customers’ needs
• The team’s mission is to create product experiences they love
• Our designers come from a varied set of skills and backgrounds, including design systems, visual, interaction, content, and product design
• At ServiceNow, design has a very intentional seat at the table
• Our team collaborates closely with both engineering and product management from the get-go
• We’re reimagining CRM from the ground up and making it AI Native
• With our acquisition of Logik.ai, founded by Christopher Shutts, who co-founded the original CPQ company Big Machines and sold it to Oracle for $400M, we’ve brought in the deepest domain expertise in the space
• This is the third generation of CPQ and the first built natively on an AI platform
• The opportunity is real
• The system built for sales was never built to help people sell
• We’re changing that across the full commercial lifecycle
• This includes opportunity management, quoting, fulfillment, renewal, and expansion on a single platform
• We’re looking for a Principal Designer to help lead that work in the Americas
• This is an IC role with real influence
• There are no direct reports, but there is a clear mandate to shape strategy, raise the quality bar, and move the work forward
• Shape design strategy for Sales CRM alongside product and engineering leadership — from AI-native quoting flows to conversational selling experiences
• Own end-to-end design for complex product areas including CPQ — working through the full depth of configuration, pricing logic, and deal workflows
• Design with and for AI: conversational interfaces, agentic experiences, LLM-integrated workflows — as the primary interaction model, not an add-on
• Hold a high visual bar that trends toward consumer quality in an enterprise context
• Work fluidly across Figma and code — prototyping in front-end, exploring AI behavior through scripting, reviewing implementation with engineering
• Bring a business mindset to design decisions — you care about outcomes as much as craft
• Communicate design decisions with clarity and confidence in rooms with senior executives and cross-functional leaders
• Be a designer people want to think alongside — collaborative, direct, generous with craft

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time- Experience participating in the complete product development lifecycle of web and/or software applications
• Experience in user experience design or industry experience (corporate, software, web or agency)
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• A seasoned design career — typically 12+ years — with meaningful depth on complex, data-rich enterprise products
• Hands-on experience designing AI-native or conversational interfaces — you know how to design with LLMs, not around them
• Fluency in CPQ, CRM, or sales workflows — Salesforce, Logik, Apttus, Oracle CPQ, or similar a strong plus
• Comfortable with code: React prototyping, prompt engineering, front-end collaboration with engineering
• Strong Figma craft — component systems, auto-layout, design tokens
• Visual sensibility that pushes toward consumer quality — you notice the details that make enterprise feel human
• Able to hold your own with executives and senior leadership while being easy to work with
• Strategic instincts — you have a point of view on where this space is going and can articulate it clearly
• Low ego, high craft — you lead through influence and quality of thinking