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- Tasks: Lead the design of exceptional customer experiences in IT services using ServiceNow.
- Company: Join a forward-thinking company focused on enhancing IT service management.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on innovation and user-centred design.
- Why this job: Make a real difference by shaping user experiences in a dynamic tech environment.
- Qualifications: Experience with ServiceNow ITSM and strong stakeholder management skills required.
The predicted salary is between 60000 - 80000 £ per year.
Requirements
- Strong experience working with ServiceNow ITSM (in design, product ownership, consultancy, or leadership roles)
- Deep understanding of ITSM processes (ITIL-aligned) and user interactions
- 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
- Pragmatic, can-do, hands-on style
- Desirable: Hands-on experience with Employee Centre, Virtual Agent, Knowledge Management, Flow Designer, or Now Assist
- Familiarity with Human-Centered 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
Responsibilities
- Own and define the ITSM customer experience vision across various IT services
- Design, document, and optimise end-to-end service journeys using user-centred and design-thinking principles
- Ensure consistent user experience across various ITSM touchpoints
- Champion accessibility, usability, and simplicity across all ITSM interactions
- Translate UX and business requirements into ServiceNow ITSM designs, stories, and configuration standards
- Work with ServiceNow architects and developers to align solutions with best practices
- Influence roadmap decisions for ITSM-related services
- Govern UX standards, templates, and patterns across the platform
- Act as the primary UX advocate for ITSM with senior stakeholders
- Run workshops, journey mapping sessions, and user research activities
- Collaborate with Service Owners, Product Owners, and Service Providers to embed customer experience into service design
- Support change management, communications, and adoption activities
- Schedule programs to raise awareness and build understanding leading...
ServiceNow Customer Experience Lead in Stevenage employer: MORGAN PHILIPS UK LIMITED
Contact Detail:
MORGAN PHILIPS UK LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ServiceNow Customer Experience Lead in Stevenage
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. We all know that sometimes it’s not just what you know, but who you know that can help you land that ServiceNow Customer Experience Lead role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to ITSM and customer experience design. We recommend doing mock interviews with friends or using online platforms to get comfortable talking about your experience and how it aligns with the job.
✨Tip Number 3
Showcase your skills through a portfolio! If you’ve worked on projects that highlight your expertise in UX and service design, put them together in a neat presentation. We love seeing real examples of how you’ve translated customer needs into practical solutions.
✨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’re always looking for passionate individuals who can bring their unique flair to our team.
We think you need these skills to ace ServiceNow Customer Experience Lead in Stevenage
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience with ServiceNow ITSM and any relevant customer experience design roles. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about the role and how your background in ITSM processes and user interactions makes you the perfect fit. Keep it engaging and personal!
Showcase Your Stakeholder Management Skills: We love seeing examples of how you've managed stakeholders in the past. Share specific instances where you've influenced decisions or collaborated with senior leadership. This will help us understand your approach and style!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we do!
How to prepare for a job interview at MORGAN PHILIPS UK LIMITED
✨Know Your ServiceNow Inside Out
Make sure you brush up on your ServiceNow ITSM knowledge. Be ready to discuss your hands-on experience and how you've applied it in previous roles. Think about specific examples where you've designed or optimised service journeys, as this will show your practical understanding of the platform.
✨Master the Art of Stakeholder Management
Since this role involves working with senior leadership, prepare to demonstrate your stakeholder management skills. Have a few anecdotes ready that highlight how you've successfully influenced decisions or navigated complex relationships in past projects.
✨Showcase Your UX Design Skills
Be prepared to talk about your experience in customer experience design and how you've used user-centred principles in your work. Bring examples of how you've translated customer needs into practical solutions, and if possible, share any metrics that showcase the impact of your designs.
✨Embrace Agile Methodologies
Familiarise yourself with Agile practices, as this role requires experience in product-based delivery models. Be ready to discuss how you've worked in Agile environments, including any specific frameworks you've used, and how they contributed to successful project outcomes.