Service Designer

Job summary:

In this role You will be responsible for designing intuitive, user-centred digital experiences across all ServiceNow products used within Group Business Services (GBS).

You will also ensure, that every interaction, from portal and forms to workflows, automation journeys, and virtual agent conversations, is simple, accessible, and aligned to user needs and GBS service design standards.

The Service Experience Designer works at the intersection of UX design, service design, digital experience, and ServiceNow product teams, translating business requirements and process needs into clear, elegant, and consistent UX/UI solutions.

As part of the GBS transformation, this role is critical in shaping the next generation of employee and customer experiences, including AI-assisted interfaces, conversational workflows, and self-service journeys.

What You will be doing:

• Design high-quality user experiences for ServiceNow portal, mobile experiences, virtual agent, and end-to-end service workflows.
• Develop wireframes, prototypes, interaction flows, and UI specifications aligned with GBS design standards.
• Apply UX best practices to simplify forms, navigation, and information architecture across service journeys.
• Collaborate with the Service Experience Manager to map user journeys, pain points, and service moments-that-matter.
• Translate service design insights into actionable UX improvements within the ServiceNow platform.
• Facilitate co-design sessions, workshops, and usability reviews with stakeholders and end users.
• Use analytics (portal metrics, heatmaps, NPS, behaviour data) to identify usability issues and experience gaps.
• Run user testing and validation to refine designs and improve adoption.
• Partner with the Service Performance Manager to align UX outcomes with experience metrics (XLAs, NPS, adoption).
• Design interfaces that integrate GenAI-powered capabilities (e.g., Now Assist, conversational UX, AI-generated content).
• Explore personalised experiences using data, context, and predictive intelligence.
• Work closely with ServiceNow product owners (IT, HRSD, AI/Automation, Performance) to define UX requirements.
• Provide UX/UI input during agile ceremonies (grooming, sprint reviews, testing).
• Maintain UX standards and design patterns across all ServiceNow modules and channels.

Position qualifications:

• Bachelor’s or Master’s degree in UX Design, Human-Computer Interaction, Service Design, Psychology, or related field.
• 3+ years in UX/UI design, digital product design, or service design roles within enterprise environments.
• Experience designing for platforms such as ServiceNow, Workday, Salesforce, or similar enterprise tools.
• Proven ability to simplify complex processes and design intuitive digital workflows.
• Strong portfolio demonstrating UX methodology, interaction design, and user-centred problem solving.
• Experience working within agile delivery teams and multi-release product environments.
• Familiarity with tools such as Figma, Miro, ServiceNow’s UI Builder or similar.
• Experience with conversational design, AI-driven interfaces, or enterprise self-service portals.
• Strong design thinking, prototyping, wireframing, interaction design, and usability testing skills.
• Ability to interpret journey maps, personas, and service blueprints.
• Awareness of conversational design, AI-assisted interfaces, and personalised UX patterns.