2623 IT & Software Developer jobs in the UK
ServiceNow Customer Experience Lead
£138,000 - 149,600
MORGAN PHILIPS UK LIMITED
Red Lion Square 12, Stevenage
£138,000 - 149,600
Requirements
Must:
- 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 up to transition
- Undertake Training Needs Analysis to create UX design strategies and plans
- Develop and deliver end-user experiences to facilitate knowledge transfer
- Create a library of end-user materials such as guides and training recordings
- Define and own UX metrics to measure performance and identify improvement opportunities
- Drive a continuous improvement backlog focused on user experience
- Establish UX governance for service design and release activities
- Mentor and coach teams on customer-centric service design
Description
We are looking for a ServiceNow Customer Experience (UX) Lead - ITSM for a six-month contract based in Stevenage, Hertfordshire. This role focuses on shaping and continuously improving the end-to-end customer experience in our IT Service Management services delivered via ServiceNow. Our mission is to embed a customer-first mindset into IT services, driving satisfaction and measurable business value. Our team embraces innovation and values the human aspect of technology, ensuring a positive working culture in a digital landscape.
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