2182 IT & Software Developer jobs in the UK
ServiceNow Customer Experience Lead
£18,000 - 19,500
Morgan Philips Group
Red Lion Square 12, Stevenage
£18,000 - 19,500
Requirements
Must:
- 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.
- Hands-on experience with Employee Centre, Virtual Agent, Knowledge Management, Flow Designer, or Now Assist (desirable).
- Familiarity with Human-Centred Design, Design Thinking, or Service Design methodologies (desirable).
- Background in large enterprise or complex multi-supplier environments (desirable).
- Experience defining or improving employee experience (EX) within IT services (desirable).
- Certifications such as ServiceNow ITSM Implementation Specialist or equivalent experience, ITIL v4 (Foundation or above), ServiceNow CSA, and UX / Service Design / CX certifications are advantageous.
Responsibilities
- 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.
- 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.
- 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.
- Schedule a programme of activities to raise awareness, build understanding, increase involvement, and recognise effort and adoption following Go Live throughout Hypercare.
- Undertake Training Needs Analysis (TNA) through User Insights 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.
- Create a library of end-user materials such as User Guides, recordings, and training materials.
- Define and own UX metrics including CSAT, CES, NPS, and adoption indicators.
- Use data and feedback to identify pain points and improvement opportunities.
- Drive a continuous improvement backlog focused on user experience and value outcomes.
- 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.
Description
We are seeking a ServiceNow Customer Experience (UX) Lead - ITSM to join our innovative team for a six-month contract starting on May 5th, 2026, in Stevenage, Hertfordshire, with a flexible pay rate of £600 per day via an umbrella company, inside IR35. In this role, you will be responsible for shaping, governing, and continuously improving the end-to-end customer and user experience across our IT Service Management services delivered through ServiceNow. We are committed to creating a customer-first mindset, driving adoption, satisfaction, and measurable business value in all our IT services, while ensuring our team operates within a collaborative environment.
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