Senior UX Researcher & Service Designer

Key Responsibilities

User Experience Research Plan, conduct, and analyse user research studies including user interviews, usability testing, surveys, and observational studies to understand user needs, behaviours, and pain points. Develop user personas, journey maps, and experience frameworks specific to business process workflows. Collaborate with stakeholders to identify research opportunities and translate findings into actionable design recommendations and user stories that improve operational efficiency, satisfaction and demonstrates real value.

UX Design and Prototyping Design user interfaces, workflows, and interactions for applications, portals, and custom solutions, ensuring consistency with ServiceNow design principles and accessibility standards. Create wireframes, prototypes, and highfidelity mockups using industry-standard design tools, iterating based on user feedback and usability testing results.  

Collaboration and Implementation Work closely with ServiceNow developers, administrators, and business analysts to ensure design feasibility and successful implementation of UX solutions. Facilitate design workshops and stakeholder sessions to gather requirements and validate design concepts. Provide design specifications and guidance during implementation, incorporating iterative feedback and conduct design reviews to ensure quality implementation.

Design and Research Background Bachelor's degree in User Experience Design, Human-Computer Interaction, Psychology, Design, or related field, or equivalent practical experience. At least 7 years of experience in UX design and user research, with at least 2 years working with enterprise software platforms, preferably ServiceNow. Proficiency in design and prototyping tools such as Figma, Sketch, Adobe Creative Suite.

Research Methodology Expertise Strong foundation in user research methodologies including qualitative and quantitative research techniques, usability testing, and data analysis. Experience designing and conducting research studies that inform product decisions and validate design solutions. Ability to synthesise research findings into clear, actionable insights and present recommendations to diverse stakeholders.

Professional Skills Excellent communication and presentation skills with ability to articulate design decisions and research findings to technical and non-technical audiences. Collaborative mindset with experience working in cross-functional teams and Agile development environments.

ServiceNow Platform Specialisation Demonstrate expertise in ServiceNow user experience capabilities, including Service Portal design, mobile app interfaces, and workspace configurations. Design intuitive self-service experiences for end users, focusing on reducing complexity in IT service requests, incident reporting, and knowledge management. Optimise ServiceNow forms, lists, and dashboards to improve user efficiency and reduce training requirements across different user roles and departments.

Technical Understanding Familiarity with ServiceNow platform capabilities, including Service Portal, mobile applications, and workspace design principles. Understanding of web technologies (HTML, CSS, JavaScript) sufficient to communicate effectively with development teams. Knowledge of accessibility standards (WCAG) and inclusive design principles for enterprise software environments.