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• Lead the design of user-centered experiences in the ServiceNow Customer Service Management (CSM) module, ensuring alignment with business needs and platform constraints.
• Conduct user research to understand internal teams' and external customers' needs, pain points, and service expectations.
• Collaborate with Product Owners and Business Analysts to capture user needs through features, stories, and criteria.
• Develop wireframes, prototypes, and mock-ups and conduct usability testing to refine designs based on feedback.
• Create clear and intuitive UX content aligned with ServiceNow capabilities.
• Ensure designs meet accessibility standards and collaborate with accessibility experts.
• Optimize user flows to enhance customer, partner, and employee experience in ServiceNow CSM.
• Work closely with cross-functional teams to align design with business goals and technical feasibility.
• Uphold high design standards and consistency by collaborating with other design practitioners.
• Work within agile teams using Scrum or Kanban methodologies and maintain visibility in work management tools.
• Ensure designs align with platform constraints and support operational goals, including SLA adherence and workflow efficiency.
• Expected deliverables include user research summary, journey maps, wireframes, prototypes, accessibility documentation, and usability testing results.
• Strong ability to build rapport with users and understand their needs and jobs to be done.
• Proficient in inclusive design practices, WCAG guidelines, and accessibility regulations.
• Excellent communication skills to explain design concepts to technical and non-technical stakeholders.
• Ability to collaborate effectively in cross-functional teams and with diverse stakeholders.
• Experience with agile ways of working and matrixed environments is an asset.
• Competitive salary and benefits package
• Opportunities for professional growth and development
• Dynamic and inclusive work environment
• Chance to work with cutting-edge technology and industry experts
