Senior UX Consultant - Impact

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.

Job Description

What you get to do in this role: 

The role of the Senior UX Consultant is part of ServiceNow Impact. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value.

As part of the global customer success organization, this role will help customers realize the most value from their ServiceNow implementations by focusing on the needs and abilities of their users. They will work with customers who have implemented or plan to implement ServiceNow to transform how work gets done.

Responsibilities:

You will act as a ServiceNow User Experience (UX) subject matter expert to bring leading practices and strategies to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better. The ideal candidate is someone with significant UX experience and ServiceNow platform familiarity who wants to help our client base with their digital transformation capabilities.

• Virtually present and deliver offerings from our portfolio of UX accelerator coaching sessions to complex, large enterprise customers.
• Prepare all client-facing and internal deliverables that are for UX coaching sessions.
• Identify and drive process improvements, develop leading practices, and mentor junior team members.
• Engage with customers and manage requests by scoping level of effort, fulfilling business requirements, and resolving customer escalations. Activities may include:
  • Assessing the usability of an implemented solution through UX reviews.
  • Recommending platform-specific solutions in collaboration with Impact colleagues
  • Crafting design prototypes or demos to articulate a tailored user experience vision to customer stakeholders based on leading practices.
  • Presenting design concepts and solutions to both technical and non-technical stakeholders
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.
• Develop and maintain strong working relationships with cross-functional teams.
• Provide thought leadership and team growth by mentoring and coaching early-in-career team members.
• Collaborate with team members and conduct peer reviews.

Qualifications

To be successful in this role you have:

• 5+ years of relevant design/UX experience
• Experience with enterprise software: Working with ServiceNow or other SaaS/PaaS software
• Consulting skills: Previous consultation experience
• Excellent verbal and written communication skills, with the ability to present and discuss complex technical concepts to diverse audiences
• Critical thinking: Strong problem-solving and analytical skills, take a user-focused, outcome-driven approach to balance user needs, stakeholder goals, and platform capabilities
• Familiarity with collaboration, design, and prototyping tools such as Figma, Sketch, Adobe XD, FigJam, Miro, Mural, and Adobe Photoshop / Illustrator
• Growth mindset: Always eager to learn and tackle new challenges and opportunities
• Excellent interpersonal skills, customer-centric attitude, and experience working with cross-functional teams and multi-level stakeholders
• Expectation is for the candidate to come into the San Diego or Orlando office 2 days a week

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $147,300 - $257,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with