Senior UX Design Strategist

6 days ago

Sydney, New South Wales, Australia ServiceNow Full time
Job Overview

We are seeking a highly skilled Senior UX Design Strategist to join our team at ServiceNow. As a key member of our global customer success organization, you will play a critical role in helping our customers realize the most value from their ServiceNow implementations through a focus on user experience.

The Senior UX Design Strategist will be responsible for bringing UX best practices and strategies to our customers, working closely with them to understand their needs and goals. You will conduct user research activities, assess the usability of implemented solutions, and recommend platform-specific solutions in collaboration with our Impact colleagues.

Key Responsibilities
  • UX Expertise: Act as the ServiceNow subject matter expert and bring UX best practices and strategies to help customers achieve their goals.
  • User Research: Conduct user research activities such as card sorts, tree tests, and usability tests, or apply your design expertise to an expert review of a solution.
  • Usability Assessment: Assess the usability of an implemented solution through usability testing techniques and expert reviews.
  • Solution Recommendations: Recommend platform-specific solutions in collaboration with Impact colleagues.
  • Design Prototyping: Craft design prototypes using Figma to articulate a user experience vision to customer stakeholders.
  • Communication: Articulate design concepts and solutions to technical and non-technical stakeholders.
  • Leadership: Lead, influence & mobilize multiple internal collaborators (including top executives) and priorities in a dynamic environment.
  • Workshops: Plan, facilitate, and co-deliver design thinking-led workshops with customers (participants range from end users to C-level) to define product implementation requirements.
  • Relationship Building: Develop and maintain strong working relationships with other teams.
  • Mentorship: Mentor resources and peer review work.
Requirements
  • Research Facilitation: Ability to run effective user sessions as well as workshops.
  • Enterprise Platform Design: Providing design guidance that considers the benefits and constraints of enterprise software.
  • Design Leadership: Running implementations, new product development, or similar.
  • Design Fundamentals: Command of design basics: readability, iconography, color, and spatial relationships.
  • Collaboration Tools: Familiarity with collaboration, design, and prototyping tools such as Figma, Sketch, Adobe XD, FigJam, Miro, Mural, and Adobe Photoshop / Illustrator.
  • Leadership and Stakeholder Management: People leadership and stakeholder management: (regardless of management experience) Leading peers and stakeholders through projects; setting/managing expectations, strong communications, conflict management/resolution.
  • Growth Mindset: Always be learning and willing to learn and tackle new challenges and opportunities.
  • Critical Thinking: Superior problem-solving and analytical skills, take a user-focused, research-driven approach to balance user needs, stakeholder goals, and platform capabilities.
  • Interpersonal Skills: Excellent interpersonal skills, customer-centric attitude, and experience working with cross-functional teams and multi-level stakeholders.
  • Communication Skills: Excellent communication and presentation skills.
Nice to Have
  • ServiceNow Experience: Experience designing for the ServiceNow platform.
What We Need to See
  • Portfolio: A portfolio of work relevant to enterprise software design/implementation.
  • Critical Thinking: Critical thinking skills.
  • Communication Skills: Great communications skills.

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