# Joy Liu > Senior Design Manager at ServiceNow | Leading Enterprise User Experience | Mentor, Community Builder Location: San Francisco Bay Area, United States Profile: https://flows.cv/joyliu I am a user experience leader and design mentor who is known for my technical proficiency, design strategy, and product acumen. From start-ups to big enterprise-scale companies, I empower cross-functional teams to collaborate and build great product narratives together so that we can turn organizational chaos into great user experiences with a tangible, launch-able roadmap. I offer pro-bono mentorship to recent graduates looking to break into the design industry or working professionals asking for advice on navigating UX field. Yes, it's free. Book a time with me @ https://joy-liu.com/mentorship ## Work Experience ### Senior Product Design Manager @ ServiceNow Jan 2025 – Present | San Francisco Bay Area Leading a team of 10 designers, crafting great customer success experience and helping customers create an impact with ServiceNow Impact ### Product Design Manager @ ServiceNow Jan 2024 – Jan 2025 | San Francisco Bay Area Led two design teams at ServiceNow (11 directs, 3 dotted-line), shaping user experiences for both prospects and customers. Managed a team focused on core user experience and another dedicated to premium customer success. ### Senior Staff Product Designer @ ServiceNow Jan 2022 – Jan 2023 | San Francisco Bay Area - Design Team Lead for ServiceNow Impact with a team of 6 designers; responsible for long-term strategy planning, design bandwidth management, mentoring and growing skills, and moderate design reviews - Launched ServiceNow Impact (new premium customer success platform) in Jan 2022 that became the most successful launch in company history - Facilitated strategic alignment discussion and constructed a shared product vision to drive digital experience with business, product management, and engineer stakeholders; amplified lean UX mentality to ensure concept to launch in 11 months - Streamlined design handoff and established a design system with reusable patterns across five agile scrum teams (5 product owners, 40+ engineers) - Advocated for an insights-driven process in partnership with UX research and shifted the development process to be more inclusive of design and research ### Staff Product Designer @ ServiceNow Jan 2019 – Jan 2022 | San Francisco Bay Area - Launched 7 end-to-end service portal app templates that provide predefined content and best practices to satisfy a variety of business use cases in a low-code/no-code environment - Designed and co-authored 15+ component specs and usage guidelines for the service portal framework in 2021 Q1 Quebec release ### Adjunct Professor, Interaction Design @ California College of the Arts Jan 2019 – Jan 2022 | San Francisco Bay Area Teaching students how to think holistically about their designs, classes include: Intro to Interaction Design, Prototyping, Systems Thinking, and Sponsored Project with Lenovo ### Interaction Designer @ Google Jan 2017 – Jan 2019 | Mountain View, California - Launched vacation rental search in Mar 2019, oversaw a brand new vertical expansion for the core hotel search product from concept to launch - Launched hotel search on mobile in Feb 2018, helping travelers to explore and find a place to stay with confidence; increased revenue (+16%) and conversion rate (+20%) - Improved ads experience to boost user trust with clearer hotel results; increased hotel impression (+10.76%) and revenue (+12.63%) - Led interaction design, visual design, and information architecture on an attribute management system that enables hotel owners to edit amenities and services provided to their hotel listings, reaching ~200k more hoteliers on Google My Business - Managed 2 design interns (both successfully converted to full-time) - Pitched and led internal hackathon and design sprints across 3 offices ### Assistant Manager of Design and Execution, Product Innovation Team @ Samsung Electronics America Jan 2015 – Jan 2017 | Mountain View, California UX designer and rapid prototyper on one of Samsung's innovation departments - Defined UX/UI direction for Samsung’s visionary concepts for home appliances, large-format displays, TV & audio, and smart home devices - Planned cross-functional ideation sessions with senior management to identify new opportunities, define product strategy, and refine value propositions based on market insights and emerging technologies - Built and presented 4+ functional prototypes to executive stakeholders, successfully earning greenlight for Product Innovation Team to lead the development effort for go-to-market strategy - Established high-level product definition and experience for Family Hub refrigerator (awarded CES 2016 Best Innovation Award) - Oversaw vendor relationship and development of an appliance-compatible Android app; feature later incorporated into the official Samsung SmartThings app ### Product Design & Consulting @ joy-liu.com Jan 2007 – Jan 2016 | Greater Los Angeles Area On and off freelance projects since 2007. Project highlights: - Worked with TouchFrame to develop UX for “Braindex”, an iOS game show app that became 2013 #1 iPad app in Entertainment and Primetime Emmy Award Finalist for Best Interactive Program ### Senior UX Designer @ Philosophie Group Inc. Jan 2012 – Jan 2015 | Venice, California UX designer and product strategist, helping organizations and entrepreneurs transform their ideas to products - Led multiple sprint kickoffs and facilitated design workshops to help clients define product strategy and vision, identify user pain points, and develop roadmaps - Oversaw interaction design, delivered varying fidelity design prototypes, and partnered with engineers for 10+ product launches - Delivered solutions for clients such as YapStone (payment service provider for apartment and vacation rentals), luxury online eyewear order fulfillment system, web-based writing development tool for students, tech retail CMS, and more - Mentored 3+ interns and junior designers ### Instructor @ ArtCenter College of Design Jan 2013 – Jan 2014 | Greater Los Angeles Area Developed course syllabus and taught 4 trimesters of undergraduate interaction design courses for senior students, covering research, design, and prototyping ### UX Design Instructional Associate @ General Assembly Jan 2013 – Jan 2013 | Santa Monica - Mentored 2 classes of 20+ students who are mid-career professionals on UX knowledge and industry best practices, and provided guidance on student projects - Worked alongside instructor and GA staff to facilitate an engaging and collaborative classroom environment - Moderated community tech events and spoke on 5 panels about understanding the user experience industry ### Lead Designer @ Miso Media Jan 2011 – Jan 2012 | Venice, CA, USA - Full-stack designer for cross-platform musical applications and branding materials - Designed interface and user flow for Miso Music (a mobile/tablet application that teaches stringed instruments), strobe tuner, sheet music editor, and augmented-reality drum set. In 2012 Miso Music became #2 in iTunes Top Music Paid iPad/iPhone Apps and #11 in Top Paid iPad Apps - Mentored 2 design interns ### Letterpress Assistant @ ArtCenter College of Design Jan 2008 – Jan 2010 | Pasadena, CA, USA - Assisted students with letterpress printing, color mixing, and typographic arrangements - Oversaw student safety while operating presses, cleanliness of machines and letter drawers - Experience operating the Vandercook 4 proof press, Vandercook 232, Vandercook Universal, and Chandler & Price press ### Graphic Design Intern @ Red Design Consultants Jan 2010 – Jan 2010 | Athens, Greece Identity development, concept, packaging design for clients: TT Hellenic Postbank; A.B. Vassilopoulos, a supermarket chain; Attica Zoological Park ## Education ### CORe: Credential of Readiness Harvard Business School Online ### Bachelor of Fine Art with Honors in Graphic Design ArtCenter College of Design ### Summer program: Basics in Design and Typography Schule für Gestaltung Basel ## Contact & Social - LinkedIn: https://linkedin.com/in/enjoyinjoy - Portfolio: https://joy-liu.com --- Source: https://flows.cv/joyliu JSON Resume: https://flows.cv/joyliu/resume.json Last updated: 2026-04-13