Senior UX Consultant

📍 Job Overview

Job Title: Senior UX Consultant Company: ServiceNow Location: San Diego, CALIFORNIA, United States / Orlando, Florida, United States Job Type: Full-time Category: User Experience (UX) Consulting / Customer Success Date Posted: 2025-11-14 Experience Level: 5-10 years Remote Status: Hybrid (2 days in office)

🚀 Role Summary

• This Senior UX Consultant role is integral to ServiceNow Impact, a customer success organization dedicated to personalizing digital transformation journeys and accelerating time-to-value for clients leveraging the Now Platform.
• The position requires a seasoned UX professional to act as a subject matter expert, guiding customers on best practices and strategies to maximize their ServiceNow implementations from a user-centric perspective.
• Key responsibilities include delivering virtual UX accelerator coaching sessions, conducting usability assessments, and crafting tailored design prototypes to articulate user experience visions to diverse stakeholders.
• This role demands a blend of deep UX expertise, familiarity with enterprise software (especially ServiceNow), strong consulting acumen, and a proactive approach to process improvement and team mentorship within the customer success domain.

📝 Enhancement Note: The job title "Senior UX Consultant" and the description of "ServiceNow Impact" clearly place this role within a customer-facing, strategic advisory function, focusing on the practical application and optimization of ServiceNow's platform through user experience. This is distinct from a pure product UX role and emphasizes client interaction, strategic guidance, and implementation support. The emphasis on "accelerating time-to-value" and "personalizing digital transformation" positions this as a high-impact, strategic operations role within the customer success umbrella.

📈 Primary Responsibilities

• Deliver virtual UX accelerator coaching sessions and other offerings from the ServiceNow Impact portfolio to large enterprise customers, focusing on user needs and platform value realization.
• Prepare comprehensive client-facing and internal deliverables for UX coaching sessions, ensuring clarity, actionable insights, and alignment with customer business objectives.
• Conduct thorough usability reviews of implemented ServiceNow solutions, identifying areas for improvement and recommending platform-specific enhancements in collaboration with Impact colleagues.
• Develop and present tailored design prototypes and user experience visions to customer stakeholders, effectively communicating complex concepts to both technical and non-technical audiences.
• Drive continuous improvement of ServiceNow's implementation methodology and service offerings by identifying process gaps, developing leading practices, and sharing client experiences.
• Manage customer requests by accurately scoping effort, fulfilling business requirements, and resolving escalations, ensuring high levels of customer satisfaction and platform adoption.
• Provide thought leadership and contribute to team growth by mentoring and coaching early-in-career UX professionals and junior team members.
• Collaborate effectively with cross-functional teams, including sales, product, and other customer success functions, to ensure a cohesive and impactful customer journey.
• Conduct peer reviews to maintain quality standards and foster a culture of collaborative improvement within the UX consulting team.

📝 Enhancement Note: The responsibilities highlight a strategic consulting function focused on the application of ServiceNow's platform, rather than its development. The emphasis on "delivering offerings," "assessing usability," "crafting design prototypes," and "driving continuous improvements of our implementation methodology" points to responsibilities akin to a Solution Architect or Technical Account Manager with a strong UX specialization, directly impacting customer adoption and ROI.

🎓 Skills & Qualifications

Education: While specific degrees are not listed, a strong educational foundation in Design, Human-Computer Interaction (HCI), Computer Science, or a related field is implied by the experience and skills required. A Bachelor's or Master's degree in these areas would be highly beneficial.

Experience: 5+ years of progressive experience in User Experience (UX) design, consulting, or a related field, with a significant portion focused on enterprise software.

Required Skills:

• User Experience Design: Proven expertise in UX principles, user-centered design methodologies, and the entire design lifecycle from research to prototyping and testing.
• Consulting Acumen: Demonstrated experience in client-facing consulting, including needs assessment, solution recommendation, and stakeholder management.
• Enterprise Software Familiarity: Experience working with enterprise-level software, specifically ServiceNow or other major SaaS/PaaS platforms (e.g., Salesforce, Workday, SAP).
• Communication Skills: Exceptional verbal and written communication skills, with a strong ability to present complex technical and design concepts clearly to diverse audiences (technical teams, business leaders, end-users).
• Critical Thinking & Problem-Solving: Strong analytical and problem-solving capabilities, with a user-focused, outcome-driven approach that balances user needs, business goals, and technical constraints.
• Design & Prototyping Tools: Proficiency with industry-standard collaboration, design, and prototyping tools such as Figma, Sketch, Adobe XD, FigJam, Miro, or Mural.
• Growth Mindset: A proactive and continuous learning attitude, eager to tackle new challenges, adapt to evolving technologies, and embrace opportunities for professional development.
• Interpersonal Skills: Excellent customer-centric attitude and the ability to build and maintain strong working relationships with cross-functional teams and multi-level stakeholders.

Preferred Skills:

• ServiceNow Platform Knowledge: In-depth understanding of the ServiceNow platform, its modules, and best practices for implementation and user adoption.
• UX Review & Auditing: Experience conducting formal UX reviews and usability audits for complex enterprise applications.
• Design System Experience: Familiarity with or experience in developing and implementing design systems for enterprise platforms.
• Agile Methodologies: Experience working within Agile development or consulting frameworks.
• Visual Design Skills: Strong visual design skills, including proficiency with Adobe Photoshop or Illustrator, to create compelling prototypes and presentations.
• Mentoring Experience: Previous experience mentoring junior designers or consultants.

📝 Enhancement Note: The requirement for "5+ years of relevant design/UX experience" combined with "Consulting skills: Previous consultation experience" and "Experience with enterprise software: Working with ServiceNow or other SaaS/PaaS software" clearly defines this as a senior-level, client-facing consulting role within the ServiceNow ecosystem, rather than a product design role. The emphasis on specific tools like Figma and Miro, alongside softer skills like critical thinking and communication, are standard for senior UX roles in enterprise software.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies Demonstrating Impact: Candidates are expected to showcase a portfolio featuring detailed case studies that highlight their contributions to user experience improvements within enterprise software environments.
• Process Optimization Examples: The portfolio should include examples of how the candidate has identified and resolved usability issues, streamlined workflows, or enhanced user adoption through design interventions.
• Tool Proficiency Showcase: Evidence of proficiency with design and prototyping tools (Figma, Sketch, Adobe XD, Miro, etc.) should be visually represented through mockups, interactive prototypes, or detailed process flows.
• Stakeholder Collaboration Evidence: Showcase projects where collaboration with cross-functional teams and diverse stakeholders was critical to achieving UX goals, demonstrating communication and influence.

Process Documentation:

• Workflow Analysis & Design: Demonstrate the ability to analyze existing user workflows, identify pain points, and design optimized workflows that align with user needs and business objectives.
• Usability Testing & Iteration: Evidence of conducting usability tests, gathering feedback, and iterating on designs based on user insights to improve the overall user experience.
• Best Practice Integration: Showcase how leading UX practices and methodologies have been integrated into project deliverables and client recommendations.

📝 Enhancement Note: For a consulting role focused on UX and customer success within an enterprise platform like ServiceNow, a strong portfolio is crucial. It needs to demonstrate not just design output, but the process and impact of that design work in a client or business context. This includes showing how the candidate can analyze problems, apply design thinking, collaborate, and drive tangible improvements, especially within the constraints of an existing platform like ServiceNow.

💵 Compensation & Benefits

Salary Range: $147,300 - $257,800 annually.

• This range is based on the provided salary information, reflecting the seniority of the role and the competitive market for UX consulting in enterprise software.
• The specific base pay will be determined by factors such as the candidate's qualifications, skill level, competencies, and work location (San Diego, CA vs. Orlando, FL).
• Note that sales positions typically have an On Target Earnings (OTE) structure, but this role is described as a consultant, suggesting a base salary with potential for variable compensation.

Benefits:

• Comprehensive Health Plans: Including medical, dental, and vision coverage.
• Flexible Spending Accounts (FSAs): For healthcare and dependent care expenses.
• Retirement Savings: 401(k) Plan with a company match, supporting long-term financial planning.
• Employee Stock Purchase Plan (ESPP): Opportunity to purchase company stock at a discount.
• Community Impact: Matching donations to charitable organizations, aligning with corporate social responsibility.
• Work-Life Balance: Flexible Time Away Plan (PTO) and comprehensive Family Leave Programs.

Working Hours: While not explicitly stated, the mention of 40 hours (derived from AI data) is typical for a full-time role. The hybrid work model (2 days in office) implies a structured schedule, but flexibility may be available based on client needs and team dynamics.

📝 Enhancement Note: The salary range provided is specific and competitive for a Senior UX Consultant role in major tech hubs like San Diego and Orlando. The detailed benefits package is standard for a large technology company like ServiceNow, emphasizing comprehensive health, retirement, and work-life balance support. The mention of "equity (when applicable)" and "variable/incentive compensation" suggests potential for performance-based bonuses or stock options, common for senior roles.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software / Cloud Computing / IT Service Management (ITSM). ServiceNow is a leader in digital workflow automation, connecting people, processes, and systems to improve enterprise operations. Company Size: ServiceNow is a large, established global company. With over 8,100 customers, including a significant portion of the Fortune 500, it operates at a massive scale. (Company size data from LinkedIn often indicates 10,000+ employees). Founded: 2004 in San Diego, California. This history highlights its growth from a startup to a global market leader, emphasizing innovation and transformation.

Team Structure:

• ServiceNow Impact: This role is part of the "ServiceNow Impact" organization, a global customer success team focused on driving value from the Now Platform.
• Reporting Structure: The Senior UX Consultant likely reports to a Manager or Director within the ServiceNow Impact organization, with potential for matrixed reporting related to specific projects or customer engagements.
• Cross-Functional Collaboration: The role necessitates close collaboration with Sales, Account Management, Product Management, Engineering, and other Customer Success teams to ensure a unified approach to customer digital transformation.

Methodology:

• User-Centric Design: A core methodology is applying user-centered design principles to enterprise software solutions.
• Data-Driven Improvement: The role emphasizes using customer feedback, usability data, and platform analytics to drive process improvements and service offerings.
• Agile & Iterative Approaches: While not explicitly stated, working in a fast-paced tech environment like ServiceNow often involves agile principles for service delivery and methodology development.

Company Website: https://www.servicenow.com/

📝 Enhancement Note: ServiceNow's culture is often described as innovative, fast-paced, and customer-focused, with a strong emphasis on "making the world of work, work better for everyone." As a large enterprise software company, it offers stability along with opportunities for growth and impact in digital transformation. The "ServiceNow Impact" team specifically embodies a proactive, consultative approach to customer success.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Consultant role, indicating a significant level of expertise and autonomy. It sits above entry-level or mid-level UX roles and below principal or leadership positions. The focus is on deep subject matter expertise and client-facing advisory.

Reporting Structure: The Senior UX Consultant will likely report to a Manager or Director within the ServiceNow Impact organization. They will work within a global team structure, collaborating with peers and cross-functional partners.

Operations Impact: The role has a direct impact on customer success and revenue by ensuring clients effectively adopt and derive maximum value from ServiceNow. Successful UX consulting leads to higher customer satisfaction, retention, and potential for expansion of ServiceNow services. The role bridges the gap between the platform's capabilities and the real-world user experience, directly influencing business outcomes for clients.

Growth Opportunities:

• Specialization & Expertise: Deepen specialization in specific ServiceNow modules or UX disciplines (e.g., enterprise design systems, AI-driven UX).
• Leadership & Mentorship: Progress to Principal UX Consultant roles, leading complex engagements, or moving into management positions overseeing UX consulting teams.
• Cross-Functional Mobility: Opportunities to transition into Product Management, Solutions Architecture, or broader Customer Success leadership roles within ServiceNow.
• Continuous Learning: Access to ServiceNow's extensive learning resources, industry conferences, and potential for certifications to stay at the forefront of UX and enterprise technology.

📝 Enhancement Note: The "Senior" title implies a trajectory towards more complex client engagements, potential leadership in mentorship, or advancement into Principal Consultant or management roles. The emphasis on "ServiceNow Impact" suggests a career path focused on driving customer value and adoption within the ServiceNow ecosystem, which is a critical area for a growing enterprise software company.

🌐 Work Environment

Office Type: Hybrid. This role requires the employee to be present in the San Diego or Orlando office 2 days per week. The remaining days can be worked remotely. Office Location(s): San Diego, California and Orlando, Florida are explicitly mentioned as potential office locations.

Workspace Context:

• Collaborative Hub: The office days are intended for in-person collaboration, team meetings, brainstorming sessions, and potentially client interactions.
• Technology Access: Employees will have access to ServiceNow's corporate IT infrastructure, software licenses (including design and prototyping tools), and other office-based resources.
• Team Interaction: The hybrid model allows for both focused remote work and valuable in-person interaction with colleagues, fostering team cohesion and knowledge sharing.

Work Schedule: Standard full-time working hours are expected (approximately 40 hours/week). While the hybrid model offers some flexibility, client demands and project timelines may necessitate adjusted schedules. The focus is on delivering results and meeting client needs effectively.

📝 Enhancement Note: The "hybrid" work arrangement with a specific requirement for 2 days in the office is a key detail. This indicates a need for candidates who can effectively balance remote work with in-person collaboration and are comfortable with a structured approach to office presence. This blend is common in modern enterprise tech roles, aiming to provide flexibility while maintaining team cohesion and in-person strategic engagement.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit.
• Hiring Manager Interview: A deeper dive into your experience, approach to UX consulting, and understanding of ServiceNow. Be prepared to discuss your background and motivations.
• Portfolio Presentation: A critical stage where you will present your portfolio to a panel of UX consultants and/or hiring managers. This will involve showcasing 1-3 key projects, detailing your role, process, challenges, and outcomes.
• Skills Assessment / Case Study: You may be given a hypothetical client scenario or a design challenge to solve, either live or as a take-home assignment. This assesses critical thinking, problem-solving, and your ability to apply UX methodologies in a practical context.
• Cross-Functional/Team Interviews: Interviews with potential team members and cross-functional partners to evaluate collaboration skills and cultural alignment.
• Final Interview: Potentially with senior leadership to discuss strategic alignment and overall fit.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the business impact and user value derived from your UX work. Quantify results with metrics where possible (e.g., increased conversion rates, reduced task completion time, improved user satisfaction scores).
• Showcase Your Process: For each project, detail your UX process: research methods, ideation techniques, wireframing, prototyping, user testing, and iteration. Explain why you chose specific methods.
• Tailor to ServiceNow: Highlight projects that demonstrate experience with enterprise software, complex workflows, or B2B SaaS platforms. Show familiarity with the challenges of designing for large organizations and diverse user groups.
• Visual Storytelling: Use high-fidelity mockups, interactive prototypes, and clear visual aids to convey your design solutions effectively. Ensure your presentation is polished and professional.
• Be Ready for Questions: Anticipate questions about your design decisions, how you handled disagreements, your collaboration style, and your understanding of ServiceNow's platform and customer success goals.

Challenge Preparation:

• Understand the Context: If given a case study, thoroughly read and understand the problem statement, target users, and business objectives.
• Structure Your Approach: Outline your problem-solving process (e.g., Define, Research, Ideate, Prototype, Test, Recommend).
• Focus on User Needs: Ground your solutions in user research and empathy, even if simulated.
• Consider Constraints: Be mindful of platform limitations (ServiceNow's architecture) and business imperatives.
• Present Clearly: Structure your presentation logically, clearly articulating your recommendations and the rationale behind them.

📝 Enhancement Note: For a consulting role, the interview process heavily emphasizes practical application, problem-solving, and communication of complex ideas. The portfolio review is paramount, requiring candidates to not only show their design work but also articulate their strategic thinking, process, and the business impact of their contributions. This is standard for senior consulting roles in tech.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe XD (proficiency required).
• Collaboration & Whiteboarding: Miro, FigJam, Mural (familiarity expected).
• Visual Design: Adobe Photoshop, Adobe Illustrator (familiarity expected).
• ServiceNow Platform: Deep understanding and hands-on experience with the ServiceNow platform itself is critical, including its various modules and configuration capabilities relevant to user experience.

Analytics & Reporting:

• While not explicitly listed for the UX Consultant, familiarity with analytics tools used to track user behavior and platform adoption (e.g., Google Analytics, Amplitude, or ServiceNow's own reporting capabilities) would be beneficial for assessing UX impact.

CRM & Automation:

• Experience with CRM systems is generally helpful in understanding enterprise software landscapes. Familiarity with ServiceNow's workflow automation capabilities is key, as the role involves optimizing user experiences within these workflows.

📝 Enhancement Note: The explicit mention of design and collaboration tools (Figma, Sketch, Adobe XD, Miro, etc.) is standard for UX roles. The critical differentiator here is the expectation of familiarity with the ServiceNow Platform itself, indicating that this role requires more than just general UX skills; it demands an understanding of how UX principles are applied within ServiceNow's specific ecosystem and architecture.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A paramount value, focusing on understanding and meeting customer needs to drive their success with ServiceNow.
• Innovation & Continuous Improvement: Encouraging new ideas and constantly seeking better ways to deliver value through UX and the ServiceNow platform.
• Collaboration & Teamwork: Fostering a supportive environment where team members work together, share knowledge, and help each other succeed.
• Accountability & Ownership: Taking responsibility for client outcomes and driving projects to successful completion.
• Growth Mindset: Valuing curiosity, learning, and adaptability in the face of new challenges and technologies.

Collaboration Style:

• Cross-Functional Integration: Actively engaging with diverse teams (Sales, Product, Engineering, Customer Success) to ensure a holistic approach to customer solutions.
• Open Communication: Encouraging transparent and direct communication, providing constructive feedback, and actively listening to perspectives.
• Knowledge Sharing: Participating in team meetings, internal forums, and documentation to share best practices, lessons learned, and expertise.
• Solution-Oriented: A collaborative approach focused on finding practical, effective solutions to client challenges, leveraging collective expertise.

📝 Enhancement Note: ServiceNow's stated values often include innovation, customer focus, excellence, and integrity. For a customer-facing role like this, the emphasis on customer-centricity, collaboration, and a growth mindset would be particularly prominent in the team's day-to-day operations and interactions.

⚡ Challenges & Growth Opportunities

Challenges:

• Complex Enterprise Environments: Navigating the intricate needs and legacy systems of large enterprise clients to implement effective UX solutions.
• Balancing Stakeholder Needs: Managing diverse expectations from various stakeholders (IT, business units, end-users) to find optimal UX outcomes.
• Platform Constraints: Designing within the specific architecture and capabilities of the ServiceNow platform, requiring creative problem-solving to meet user needs.
• Remote/Hybrid Collaboration: Effectively collaborating and building rapport with clients and internal teams in a distributed or hybrid work model.
• Driving Adoption: Overcoming user resistance to change and ensuring successful adoption of new workflows and platform features.

Learning & Development Opportunities:

• ServiceNow Platform Expertise: Deepen knowledge of ServiceNow's expanding capabilities, including AI and automation features, and how they impact user experience.
• UX Best Practices: Stay current with the latest UX research, methodologies, and design trends in enterprise software.
• Consulting Skills Enhancement: Develop advanced client management, stakeholder influence, and strategic advisory skills.
• Mentorship Programs: Participate in or lead mentorship initiatives, gaining leadership experience and contributing to team development.
• Industry Certifications: Pursue relevant certifications in UX, IT Service Management (ITSM), or specific ServiceNow modules.

📝 Enhancement Note: The challenges are typical for senior consultants in enterprise software, focusing on complexity, stakeholder management, and platform-specific constraints. The growth opportunities are geared towards deepening expertise within the ServiceNow ecosystem and advancing in consulting or leadership roles.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence a key stakeholder who was resistant to a UX recommendation. How did you approach it, and what was the outcome?" (Assesses influence, communication, and stakeholder management skills.)
• "Walk us through a complex enterprise UX project from your portfolio. What was the problem, your process, the key challenges, and the measurable impact?" (Assesses portfolio presentation, process understanding, and ability to articulate impact.)
• "How would you approach assessing the usability of an existing ServiceNow implementation for a large enterprise client with diverse user groups?" (Assesses problem-solving, UX assessment methodology, and platform context.)
• "Imagine a client wants to implement a new feature on the ServiceNow platform that has significant UX implications. How would you ensure it aligns with both user needs and ServiceNow's best practices?" (Assesses strategic thinking, platform awareness, and user-advocacy.)

Company & Culture Questions:

• "What do you know about ServiceNow's mission and the ServiceNow Impact organization?" (Assesses research and alignment with company goals.)
• "How do you stay updated on the latest UX trends and enterprise software developments?" (Assesses growth mindset and continuous learning.)
• "Describe your ideal team environment and how you contribute to a collaborative culture." (Assesses cultural fit and teamwork.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, follow a clear story arc: Problem -> Your Role/Process -> Solution -> Challenges -> Outcome/Impact.
• Quantify Your Impact: Use data and metrics to demonstrate the success of your UX interventions.
• Showcase Your Process: Visually represent your design process, from research and ideation to prototyping and testing.
• Highlight Collaboration: Explain how you worked with others to achieve project goals.
• Be Prepared for Deep Dives: Anticipate detailed questions about your design decisions and rationale.

📝 Enhancement Note: Interview preparation for a Senior UX Consultant role at ServiceNow will emphasize practical application, strategic thinking, and the ability to articulate value in a client-facing context. Questions will probe not just design skill, but also consulting acumen, problem-solving abilities, and understanding of enterprise software dynamics, particularly within the ServiceNow ecosystem.

📌 Application Steps

To apply for this operations position:

• Submit your application through the ServiceNow careers portal via the provided job link.
• Portfolio Customization: Curate your portfolio to prominently feature 2-3 case studies that best demonstrate your enterprise UX consulting experience, process optimization skills, and impact on user adoption or business outcomes, ideally with examples related to SaaS or platform implementations.
• Resume Optimization: Tailor your resume to highlight keywords from the job description, emphasizing your experience with UX design, consulting, enterprise software (especially ServiceNow), and specific design tools. Quantify achievements with metrics whenever possible.
• Interview Practice: Prepare to articulate your UX process, design decisions, and project outcomes clearly and concisely. Rehearse your portfolio presentation, focusing on storytelling and demonstrating how you drive value for clients.
• Company Research: Familiarize yourself with ServiceNow's mission, values, products (particularly the Now Platform), and the ServiceNow Impact organization's role. Understand their customer success approach and how UX consulting contributes to it.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.