ServiceNow Customer Experience (UX) Lead – ITSM
Location: Stevenage, Hertfordshire – three days per week essential.
Start date: 5th of May 2026
Contract type: Up to six month contract.
Pay: £600 per day – paid via an umbrella, Inside IR35.
Essential Requirements
- 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.
Role Summary
The ServiceNow Customer Experience (UX) Lead – ITSM is responsible for shaping, governing, and continuously improving the end‑to‑end customer and user experience across IT Service Management services delivered through ServiceNow. The role ensures ITSM processes, journeys, and digital touchpoints are designed around user needs, driving adoption, satisfaction, and measurable business value.
This role acts as the bridge between ITSM process owners, ServiceNow platform teams, service providers, and the business, embedding a “customer‑first” mindset into how IT services are designed, trained, and delivered.
Key Responsibilities
- Customer Experience & Journey Design
- 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.
- ServiceNow ITSM Platform Enablement
- 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.
- Stakeholder & Business Engagement
- 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 change management, communications, and adoption activities.
- Training, Scheduling & Knowledge Transfer
- Schedule a programme of activities to raise awareness, build understanding, increase involvement, create anticipation through to MSP ITSM Transition and recognise effort and adoption following Go Live and throughout Hyper‑care.
- Undertake Training Needs Analysis through user insights, diagnostics, and tooling statistics to create UX design, user stories, strategy, approach, and plan.
- Develop and deliver end‑user experiences to build anticipation and knowledge transfer towards transition Go Live including shows, talks, recordings, workshops, cascaded knowledge transfer, and videos.
- Create a library of end‑user materials such as user guides, recordings, happy and unhappy path training materials.
- Measurement, Insights & Continuous Improvement
- Define and own UX metrics including CSAT, CES, NPS, adoption, deflection, and experience indicators.
- Use data, feedback, and ServiceNow Performance Analytics to identify pain points and improvement opportunities.
- Drive a continuous improvement backlog focused on user experience and value outcomes.
- Benchmark UX maturity against industry best practice.
- Governance & Ways of Working
- 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.
Desirable
- Hands‑on experience with Employee Centre, Virtual Agent, Knowledge Management, Flow Designer, or Now Assist.
- Familiarity with Human‑Centred 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.
Certifications & Qualifications (Preferred)
- ServiceNow ITSM Implementation Specialist or equivalent experience.
- ITIL v4 Foundation or above.
- ServiceNow CSA.
- UX / Service Design / CX certifications (advantageous).
Key Outcomes
- Improved user satisfaction and adoption of ITSM services.
- Consistent, intuitive, and measurable ServiceNow user experience.
- Reduced friction, improved self‑service, and increased automation value.
- Clear alignment between ITSM services and customer needs.
Additional Skills
- Support UAT in ServiceNow (ITSM).
Equal Opportunities Statement
We are committed to ensuring that all job applicants are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
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