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ServiceNow's Technical Solutions Go-to-Market team is seeking a Senior UX Design Strategist to drive AI-native innovation through human-centered design and data-driven strategy. You will join a specialized pre-sales team of Service Design Strategists, Solution Architects, AI Architects, and Data Architects who partner with marquee and strategic customers to co-create solutions addressing their most pressing business challenges.
In this role, you will combine deep product knowledge with customer understanding and design thinking to translate fragmented business challenges into cohesive AI-native solutions. You thrive at the intersection of human needs and AI-driven business impact, excelling in ambiguous, highly collaborative environments where you synthesize diverse perspectives across client, sales, and product teams to drive clarity and alignment.
Key responsibilities include:
- Align customer engagements to business objectives and revenue opportunities by partnering with leadership, value teams, account executives, and architects
- Facilitate discovery and design by planning and co-delivering design thinking workshops with customers (end-users through C-suite) and account teams
- Lead research activities and translate insights into collaborative future-state solutions with customers and internal stakeholders
- Transform co-created narratives into tangible experiences that accelerate time to value for customers
- Articulate complex concepts clearly to both technical and non-technical stakeholders, with skill in translating ideas for executive visibility
- Create and publish engagement stories and artifacts that amplify customer wins and inform product strategy
You will work across natural synergies with teams including Inspire Value (business value), Marquee (top accounts), Account Executives, and Product Design. Expected travel is 15-20%.
Qualifications:
- 8+ years of Service Design experience with ability to envision and inspire holistic customer-centric solutions
- 5+ years of ServiceNow platform experience
- Experience in Solution Sales
- Comfort and ease in customer-facing meetings (pitching and planning sessions) and workshops (facilitating)
- Experience in conceptualization, design strategy, UX, and art direction of prototypes
- Understanding of native mobile, web application, and responsive web design
- Command of design basics: readability, iconography, color, and spatial relationships
- Familiarity with collaboration, design and prototyping tools such as Zoom whiteboard, Figma, and Claude
- Strong storytelling and communication design skills
- Experience working with enterprise customers
- Product, sales, and business strategy mindset
- Portfolio of insightful experiences and publicly available projects required for interview stage
