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For Companies At a Glance
- Tasks: Lead the design and improvement of customer experiences in IT Service Management.
- Company: Join a forward-thinking company focused on enhancing user interactions with technology.
- Benefits: Competitive daily rate, flexible working, and opportunities for professional growth.
- Other info: Work in a dynamic environment with a focus on collaboration and innovation.
- Why this job: Shape the future of IT services and make a real difference in user satisfaction.
- Qualifications: Strong background in ServiceNow ITSM and customer experience design.
Location: Stevenage, Hertfordshire – three days per week essential.
Start date: 5th of May 2026
Contract type: Up to six month contract.
Pay: £600 per day – paid via an umbrella, Inside IR35.
Essential Requirements
- Strong experience working with ServiceNow ITSM (in design, product ownership, consultancy, or leadership roles).
- Deep understanding of ITSM processes (ITIL-aligned) and how users interact with them.
- Proven experience in customer experience design, service design, or UX within IT environments.
- Ability to translate customer needs into practical platform solutions.
- Strong stakeholder management skills up to senior leadership level.
- Experience working in Agile/product‑based delivery models.
- A pragmatic, can‑do, hands‑on style.
Role Summary
The ServiceNow Customer Experience (UX) Lead – ITSM is responsible for shaping, governing, and continuously improving the end‑to‑end customer and user experience across IT Service Management services delivered through ServiceNow. The role ensures ITSM processes, journeys, and digital touchpoints are designed around user needs, driving adoption, satisfaction, and measurable business value. This role acts as the bridge between ITSM process owners, ServiceNow platform teams, service providers, and the business, embedding a “customer‑first” mindset into how IT services are designed, trained, and delivered.
Key Responsibilities
Customer Experience
ServiceNow Customer Experience Lead (UX) employer: Morgan Philips Group SA
Contact Detail:
Morgan Philips Group SA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ServiceNow Customer Experience Lead (UX)
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who have experience with ServiceNow or ITSM. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies showcasing your customer experience design projects. This is your chance to demonstrate how you’ve translated user needs into practical solutions – make it visual and engaging!
✨Tip Number 3
Prepare for interviews by practising common questions related to UX and ITSM. Think about how you can highlight your stakeholder management skills and your hands-on approach. We want you to shine when discussing your experience!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace ServiceNow Customer Experience Lead (UX)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with ServiceNow ITSM and customer experience design. We want to see how your skills align with the role, so don’t be shy about showcasing relevant projects!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the ServiceNow Customer Experience Lead role. Share specific examples of how you've improved user experiences in the past.
Showcase Your Stakeholder Management Skills: Since this role involves working with senior leadership, make sure to highlight your stakeholder management experience. We love to see how you’ve successfully collaborated with different teams to achieve common goals.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at Morgan Philips Group SA
✨Know Your ServiceNow Inside Out
Make sure you brush up on your ServiceNow ITSM knowledge. Be ready to discuss specific features and functionalities, and how they relate to customer experience design. This will show that you’re not just familiar with the platform but can also leverage it effectively.
✨Showcase Your UX Design Skills
Prepare a portfolio or examples of your previous work in customer experience design or UX within IT environments. Highlight how you translated user needs into practical solutions, as this is crucial for the role. Be ready to discuss your thought process and the impact of your designs.
✨Demonstrate Stakeholder Management
Think of examples where you've successfully managed stakeholders, especially at senior leadership levels. Be prepared to explain how you navigated differing opinions and aligned everyone towards a common goal. This will illustrate your strong communication and interpersonal skills.
✨Embrace the Agile Mindset
Since the role involves working in Agile delivery models, be ready to discuss your experience with Agile methodologies. Share specific instances where you adapted to changes quickly and how you contributed to iterative improvements in projects. This will show that you have a pragmatic, can-do attitude.