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Senior UX Design Strategist - Impact

Element AI

Element AI

Sydney, NSW, Australia
Posted on Monday, July 8, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:

Be a core part of a new team we are building in Amsterdam. The role of the Senior UX Design Strategist – Impact is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value.

As part of the global customer success organization, this role will help customers realize the most value from their ServiceNow implementations through a focus on user experience. They will work with customers who implemented or plan to implement any of ServiceNow’s workflow products to transform how work gets done, with a focus on the needs and abilities of the customers’ end users.


You will act as the ServiceNow subject matter expert and bring UX best practices and strategies to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

Discovery activities may include conducting user research activities such as card sorts, tree tests, and usability tests, or applying your design expertise to an expert review of a solution. The right candidate also is comfortable working with Figma to design interface prototypes to guide the implementation of a configured solution.

  • Assessing the usability of an implemented solution through usability testing techniques and expert reviews.
  • Recommending platform-specific solutions in collaboration with Impact colleagues
  • Crafting design prototypes using Figma to articulate a user experience vision to customer stakeholders.
  • Articulating design concepts and solutions to technical and non-technical stakeholders
  • Thought leadership - ability to lead, influence & mobilize multiple internal collaborators (including top executives) and priorities in a dynamic environment
  • Plan, facilitate, and co-deliver design thinking led workshops with customers (participants range from end users to C-level) to define product implementation requirements
  • Develop and maintain strong working relationships with other teams
  • Mentor resources and peer review work


To be successful in this role you have:

  • Research facilitation: Ability to run effective user sessions as well as workshops
  • Design execution: Full design lifecycle experience
  • Enterprise platform design: Providing design guidance that considers the benefits and constraints of enterprise software
  • Design leadership: Running implementations, new product development, or similar
  • Command of design basics: readability, iconography, color, and spatial relationships
  • Familiarity with collaboration, design, and prototyping tools such as Figma, Sketch, Adobe XD, FigJam, Miro, Mural, and Adobe Photoshop / Illustrator
  • Consulting skills: Previous consulting experience
  • People leadership and stakeholder management: (regardless of management experience) Leading peers and stakeholders through projects; setting/managing expectations, strong communications, conflict management/resolution
  • Growth mindset: Always be learning and willing to learn and tackle new challenges and opportunities
  • Critical thinking – superior problem-solving and analytical skills, take a user-focused, research-driven approach to balance user needs, stakeholder goals, and platform capabilities
  • Excellent interpersonal skills, customer-centric attitude, and experience working with cross-functional teams and multi-level stakeholders
  • Excellent communication and presentation skills

Nice to have:

  • Experience defining product strategy
  • Experience designing for the ServiceNow platform

What we will need to see before or during your interview:

  • Portfolio of work relevant to enterprise software design/implementation
  • Critical thinking skills
  • Great communications skills

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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