Job Description
Team & Role
This role is part of our Product Design team, which turns a deep understanding of our users and customers into product experiences they love. Our designers bring expertise across design systems, visual design, interaction design, content design, and product design. At ServiceNow, design has an intentional seat at the table, and we partner with engineering and product management from the outset.
ServiceNow’s customers and partners are at the forefront of delivering great experiences for their users, and we’re looking for a UX expert to help facilitate and enable their success. Internally, we have resources, guidance and best practices that help our designers, product managers and engineers deliver great experiences, but enabling external folks takes more than just making resources available. It requires a proactive, strategic, and relationship-based approach.
This is where you come in! We are looking for a Customer and Partner Experience Enablement Lead to own the strategy and drive the execution of this program. This includes working with design teams/leadership and our partner enablement, sales enablement, customer success and other teams across ServiceNow.
This is an IC role with direct influence—no direct reports, but a clear mandate to set the strategy, align teams, drive organizational change, and ultimately help our customers, partners and ServiceNow succeed by vastly improving implementation experience outcomes.
What you get to do in this role
- Own the strategy and execution for external (customer, partner, implementer) experience enablement.
- Work cross-functionally with teams across ServiceNow to identify/aggregate/build/publish content and influence priorities for experience enablement.
- Evangelize and publicize enablement content externally through social media, events, and our online communities.
- Partner with the Design Enablement team to align internal and external programs, roadmap, and resources.
- Build relationships with our external partners to drive and effect change that results in a strong UX focus for their ServiceNow implementations.
- Build and lead relationships with customer teams (admins, developers, execs, designers, etc) to help them deliver great user experiences with their ServiceNow investments.
- Serve as a customer liaison to the ServiceNow product design team.
- Take a leadership role (with the Design Enablement team) in planning and executing the design team’s presence at Knowledge (our annual user conference) and other customer events.
- Build internal relationships and influence cross-functional teams in sales+partner enablement to drive UX-focus in process, strategy, operations and practice.
- Lead operations for a Forward-Deployed User Experience (FDUX) program; coordinating designers/customers/partners/account teams on high-profile/priority customer engagements to deliver excellent UX implementations.
Qualifications
Preferred Qualifications:
- 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
- 8+ years of experience in UX roles (product design/user research), with a strong focus in scalable enterprise platforms.
- 5+ years implementing an enterprise workflow platform with a human-centric approach.
- 2+ years direct experience implementing the ServiceNow AI Platform.
- Strong writing, facilitation, teaching, and communication skills at all levels: from C-suite to developers/admins to users.
- Strong experience in managing high pressure situations requiring diplomacy.
- Expert-level understanding of UX/HCI methodologies, with the ability to lead conversations and facilitate workshops and exercises.
- Strong program management and operational leadership skills, with the ability to translate strategy into clear priorities, coordinated execution, and measurable outcomes.
- Demonstrated success in organizational change management (OCM) aligning stakeholders and leading complex cross-organizational work through influence.
Basic Qualifications:
- 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)
For positions in this location, we offer a base pay of $190,900 - $334,100, 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 company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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