Service Designer, Digital Customer Journey

The Digital Customer Journeys Experience Architect will lead and evolve enterprise customer experience initiatives. In this role, you will be at the epicenter of transforming the end-to-end ServiceNow customer experience. You will be responsible for designing and maintaining service blueprints that map the full customer journey, shaping customer success offerings through human-centered service design, and facilitating conversations that align teams around the needs and expectations of our customers. To be successful in this role, you will blend systems thinking with a passion for impactful design and thrive in a highly collaborative environment. What you get to do in this role: 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.