Experience Architect, Digital Customer Journeys

Summary

Join ServiceNow as a Digital Customer Journeys Experience Architect to lead and evolve enterprise customer experience initiatives. You will transform the end-to-end ServiceNow customer experience by designing and maintaining service blueprints, shaping customer success offerings, and aligning teams around customer needs. This role requires blending systems thinking with a passion for impactful design and thriving in a collaborative environment. Responsibilities include building and maintaining service blueprints, creating storyboards and experience visualizations, leading service design for customer success, engaging stakeholders, and contributing to CX governance and standards. Success in this role demands a deep understanding of UX and service design principles, experience creating service blueprints and journey maps, and strong communication and leadership skills.

Requirements

• 5+ years of experience in UX architecture, service design, customer experience, or a related field
• Deep understanding of user experience and service design principles and systems thinking, information architecture and visual communication
• Demonstrable experience and a representative portfolio of creating and managing service blueprints and journey maps
• Executive presence and the ability to tell inspiring and compelling stories to diverse audiences, trustworthy in delivering on your commitments
• Confident leading through influence, with innate ability to meet stakeholders where they are and bring them along through changes and product evolution
• The ability to recommend trade-off decisions between possible, desirable, and viable, which requires a good sense of what is technically feasible
• Proficient in tools such as Miro, Figma, Lucidchart, Adobe XD, or equivalent
• Bachelor’s or Master’s degree in UX Design, Service Design, HCI, or related field (or equivalent experience)

Responsibilities

• Build and Maintain Service Blueprints
• Partner with cross-functional teams, develop, document, and maintain service blueprints that visualize customer touchpoints, frontstage and backstage processes, and support systems across the customer lifecycle
• Collaborate with strategy, product management, engineering, and business stakeholders to translate the blueprint into activation strategies and plans that span digital and human touchpoints across the end-to-end ServiceNow customer experience
• Create Storyboards and Experience Visualizations
• Translate insights and hypothesis into low- to high-fidelity concepts to be utilized for validating experiences via qualitative research sessions
• Create low-fidelity prototypes or mock user flows to bring complex service ideas to life for feedback and iteration
• Service Design for Customer Success
• Lead the design of differentiated success experiences for ServiceNow Customers and Teams by intentionally designing the service aspect of our Customer Success offering
• Partner with stakeholders in Customer Success, Product, Marketing, to enhance global delivery approaches to meet customer needs and business goals
• Stakeholder Engagement
• Plan and lead design thinking and service design workshops with internal stakeholders to uncover pain points, map journeys, and ideate improvements
• Support socialization, organizational change, and enablement initiatives catalyzed by the customer experience transformation via business forums for communication
• CX Governance & Standards
• Contribute to the development of frameworks, templates, and standards that support consistent and scalable customer experience practices