Experience Architect, Digital Customer Journeys
Experience Architect, Digital Customer Journeys
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1 Vacancy
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
Bachelors or Masters 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. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status 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 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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Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
