Experience Architect, Digital Customer Journeys

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

The Digital Customer Journeys Experience Architect will lead and evolve enterprise customer experience initiatives. In this role, you will be at the epicenter of transforming the end-to-end ServiceNow customer experience. You will be responsible for designing and maintaining service blueprints that map the full customer journey, shaping customer success offerings through human-centered service design, and facilitating conversations that align teams around the needs and expectations of our customers. 

To be successful in this role, you will blend systems thinking with a passion for impactful design and thrive in a highly collaborative environment. 

What you get to do in this role: 

• Build and Maintain Service Blueprints 

  • Partner with cross-functional teams, develop, document, and maintain service blueprints that visualize customer touchpoints, frontstage and backstage processes, and support systems across the customer lifecycle. 

  • Collaborate with strategy, product management, engineering, and business stakeholders to translate the blueprint into activation strategies and plans that span digital and human touchpoints across the end-to-end ServiceNow customer experience. 

• Create Storyboards and Experience Visualizations 

  • Translate insights and hypothesis into low- to high-fidelity concepts to be utilized for validating experiences via qualitative research sessions 

  • Create low-fidelity prototypes or mock user flows to bring complex service ideas to life for feedback and iteration 

• Service Design for Customer Success 

  • Lead the design of differentiated success experiences for ServiceNow Customers and Teams by intentionally designing the service aspect of our Customer Success offering 

  • Partner with stakeholders in Customer Success, Product, Marketing, to enhance global delivery approaches to meet customer needs and business goals 

• Stakeholder Engagement 

  • Plan and lead design thinking and service design workshops with internal stakeholders to uncover pain points, map journeys, and ideate improvements. 

  • Support socialization, organizational change, and enablement initiatives catalyzed by the customer experience transformation via business forums for communication 

• CX Governance & Standards 

  • Contribute to the development of frameworks, templates, and standards that support consistent and scalable customer experience practices. 

Qualifications

To be successful in this role you have: 

• 5+ years of experience in UX architecture, service design, customer experience, or a related field 

• Deep understanding of user experience and service design principles and systems thinking, information architecture and visual communication 

• Demonstrable experience and a representative portfolio of creating and managing service blueprints and journey maps 

• Executive presence and the ability to tell inspiring and compelling stories to diverse audiences, trustworthy in delivering on your commitments 

• Confident leading through influence, with innate ability to meet stakeholders where they are and bring them along through changes and product evolution 

• The ability to recommend trade-off decisions between possible, desirable, and viable, which requires a good sense of what is technically feasible 

• Proficient in tools such as Miro, Figma, Lucidchart, Adobe XD, or equivalent 

• Bachelor’s or Master’s degree in UX Design, Service Design, HCI, or related field (or equivalent experience)  

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.