Sr. Staff Design Strategist, Customer Enablement

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

 

Job Description

Team and Role 

This role is part of our Product Design team, which turns a deep understanding of our users and customers into product experiences they love. Our designers bring expertise across design systems, visual design, interaction design, content design, and product design. At ServiceNow, design has an intentional seat at the table, and we partner with engineering and product management from the outset. 

The Customer and Partner Experience Enablement Lead owns the strategy and execution of how ServiceNow’s implementers at customers or partners who are not UX professionals, learn to design great user experiences on the platform. The goal is faster customer adoption, faster time to value, and stronger satisfaction with what gets built. This role teaches UX and service design methods to people who aren’t UX practitioners and helps them see ServiceNow as a system of capabilities they can compose into solutions people want to use.  

This is an IC role with direct influence—no direct reports, but a clear mandate to set the strategy, align teams, drive organizational change, and ultimately help our customers, partners and ServiceNow succeed by vastly improving implementation experience outcomes. 

What you get to do in this role 

• Design and deliver enablement that teaches UX and service design to implementers, adapted for people without design backgrounds. 
• Own the content strategy and get enablement into the hands of implementers via events, social media, and the ServiceNow Community. 
• Work cross-functionally with teams across ServiceNow to develop content and identify evolving UX enablement needs. 
• Partner with the Design Enablement team to align internal and external programs, roadmap, and resources so that all stakeholders benefit from enablement efforts. 
• Build relationships with ServiceNow’s implementation partners to drive and effect change that results in a strong UX focus for their ServiceNow implementation models. 
• Establish relationships with customers’ ServiceNow teams to identify enablement needs focused on delivering great user experiences on ServiceNow. 
• Serve as a customer liaison to the ServiceNow product design team. 
• Take a leadership role (with the Design Enablement team) in planning and executing the Experience Organization’s presence at Knowledge (our annual user conference) and other customer/partner events. 
• Shape how sales and partner enablement teams build UX focus into their messaging and curriculum. 

Qualifications

Preferred Qualifications: 

• 8+ years of UX experience in design or user research roles, with a focus on scalable enterprise platforms. 5+ years implementing an enterprise workflow platform with a human-centric approach. 
• 2+ years direct experience implementing the ServiceNow AI Platform. 
• Experience leveraging or critically evaluating how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. 
• Previous work applying UX and service design methods to complex enterprise platform problems, and can show how that work changed the solution, not only the artifacts. 
• Experience teaching UX methods to people without design backgrounds, such as engineers, administrators, consultants, or product managers, and can describe how those learners changed their work.
• Strong writing, facilitation, teaching, and communication skills at all levels: from C-suite to developers/admins to users. 
• Experience in managing high pressure situations requiring diplomacy. 
• Communicates effectively across executive, delivery, and end-user audiences, adapting writing, facilitation, and teaching to each. 
• Manages high-pressure situations with diplomacy. 
• Strong program management and operational leadership skills, with the ability to translate strategy into clear priorities, coordinated execution, and measurable outcomes. 
• Demonstrated success in organizational change management (OCM) aligning stakeholders and leading complex cross-organizational work through influence. 
• Has influenced a partner or channel program through certification criteria, delivery methodology, or incentives. 
• Has worked in consulting, professional services, or on the partner side of implementation. 
• Has designed tiered engagement models or enablement curricula used at scale. 

 

Basic Qualifications: 

• Experience participating in the complete product development lifecycle of web and/or software applications.
• Experience in user experience design or industry experience (corporate, software, web or agency)

 

For positions in this location, we offer a base pay of $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

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

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