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- Tasks: Lead the design and improvement of customer experiences in IT Service Management using ServiceNow.
- Company: Join a forward-thinking tech company focused on innovative solutions and user satisfaction.
- Benefits: Competitive daily rate, flexible working, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on continuous improvement and user-centric design.
- Why this job: Shape the future of IT services and enhance user experiences in a dynamic environment.
- Qualifications: Experience with ServiceNow ITSM and strong UX design skills are essential.
Start - 5th of May 2026
Up to six month contract £600 pay per day - paid via an umbrella - Inside IR35
Stevenage in Hertfordshire - three days per week essential
Essential:
- 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 the way IT services are designed, trained, and delivered.
Key Responsibilities:
- Customer Experience & Journey Design: Own and define the ITSM customer experience vision across Incident, Request, Problem, Change, Knowledge, and Service Catalogue. Design, document, and optimise end-to-end service journeys using user-centred and design-thinking principles. Ensure consistent user experience across Employee Centre, portals, virtual agents, mobile, and notifications. Champion accessibility, usability, and simplicity across all ITSM touchpoints.
- ServiceNow ITSM Platform Enablement: Translate UX and business requirements into ServiceNow ITSM designs, stories, and configuration standards. Work closely with ServiceNow architects and developers to ensure solutions align with ServiceNow OOTB best practices. Influence roadmap decisions for ITSM, Employee Centre, Knowledge Management, Virtual Agent, and AI-enabled experiences. Govern UX standards, templates, and patterns across the platform.
- Stakeholder & Business Engagement: Act as the primary UX advocate for ITSM with senior IT, HR, and business stakeholders. Run workshops, journey mapping sessions, and user research activities. Collaborate with Service Owners, Product Owners, and Service Providers to embed CX into service design and operations. Support and work closely with change management, communications, and adoption activities.
- Training, Scheduling & Knowledge Transfer: Schedule a programme of activities to Raise Awareness, Build Understanding, Increase Involvement, Create Anticipation through to MSP ITSM Transition and Recognise Effort and Adoption following Go Live throughout Hypercare. Undertake Training Needs Analysis (TNA) through User Insights, ongoing diagnostics, current tooling statistics against To Be desired End User state to create a UX design, user stories, strategy, approach, and plan. Develop and Deliver End User experiences to build anticipation and knowledge transfer towards transition Go Live including show and tells, recordings, workshops, cascaded knowledge transfer, and videos etc. Create a library of End User materials such as User Guides, recordings, Happy and Unhappy path training materials.
- Measurement, Insights & Continuous Improvement: Define and own UX metrics including CSAT, CES, NPS, adoption, deflection, and experience indicators. Use data, feedback, and ServiceNow Performance Analytics to identify pain points and improvement opportunities. Drive a continuous improvement backlog focused on user experience and value outcomes. Benchmark UX maturity against industry best practice.
- Governance & Ways of Working: Establish UX governance for ITSM service design and release activities. Ensure UX standards are embedded into Agile delivery, testing, and acceptance criteria. Mentor and coach teams on customer-centric service design.
Desirable:
- Hands-on experience with Employee Centre, Virtual Agent, Knowledge Management, Flow Designer, or Now Assist.
- Familiarity with Human-Centred Design, Design Thinking, or Service Design methodologies.
- Background in large enterprise or complex multi-supplier environments.
- Experience defining or improving employee experience (EX) within IT services.
Certifications & Qualifications (Preferred):
- ServiceNow ITSM Implementation Specialist or equivalent experience
- ITIL v4 (Foundation or above)
- ServiceNow CSA
- UX / Service Design / CX certifications (advantageous)
Key Outcomes:
- Improved user satisfaction and adoption of ITSM services
- Consistent, intuitive, and measurable ServiceNow user experience
- Reduced friction, improved self-service, and increased automation value
- Clear alignment between ITSM services and customer needs
Additional Skills:
- Support UAT in ServiceNow (ITSM)
ServiceNow Customer Experience Lead (UX) in Stevenage employer: Morgan Philips Group
Contact Detail:
Morgan Philips Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ServiceNow Customer Experience Lead (UX) in Stevenage
✨Tip Number 1
Network like a pro! Reach out to your connections in the ServiceNow and ITSM space. Attend meetups, webinars, or even just grab a coffee with someone who’s already in the field. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your customer experience design projects, especially those related to ITSM. Use real examples to demonstrate how you’ve improved user journeys and stakeholder engagement.
✨Tip Number 3
Prepare for interviews by practising common questions related to UX and ITSM. Think about how you can showcase your hands-on experience and your ability to translate customer needs into practical solutions. We want to see that 'can-do' attitude!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our platform. Let’s get you that ServiceNow Customer Experience Lead role!
We think you need these skills to ace ServiceNow Customer Experience Lead (UX) in Stevenage
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the ServiceNow Customer Experience Lead role. Highlight your experience with ITSM processes and customer experience design, as these are key for us. Use specific examples that showcase your skills in translating customer needs into practical solutions.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention your strong stakeholder management skills and how you've successfully worked in Agile environments. Keep it engaging and relevant to the job description.
Showcase Your UX Knowledge: Since this role focuses heavily on user experience, make sure to highlight any relevant projects or experiences. Discuss your familiarity with design thinking principles and how you've applied them in past roles. We want to see your passion for creating intuitive user experiences!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen on joining our team at StudySmarter!
How to prepare for a job interview at Morgan Philips Group
✨Know Your ServiceNow Inside Out
Make sure you brush up on your ServiceNow ITSM knowledge. Understand the platform's functionalities, especially in relation to customer experience design and user interactions. Be ready to discuss how you've applied this knowledge in previous roles.
✨Showcase Your UX Design Skills
Prepare to share specific examples of your work in customer experience and service design. Highlight projects where you’ve successfully translated user needs into practical solutions, and be ready to discuss the methodologies you used, like design thinking or human-centred design.
✨Engage with Stakeholders
Demonstrate your strong stakeholder management skills by preparing to discuss how you've collaborated with senior leadership and other teams. Think of examples where you’ve run workshops or journey mapping sessions that led to improved user experiences.
✨Emphasise Continuous Improvement
Be prepared to talk about how you measure user satisfaction and drive continuous improvement. Discuss any metrics you've defined, such as CSAT or NPS, and how you've used data to identify pain points and enhance user experiences in past projects.