Senior UX Consultant - Impact

📍 Job Overview

Job Title: Senior UX Consultant - Impact Company: ServiceNow Location: San Diego, California, United States Job Type: Full-time Category: User Experience (UX) / Design Operations & Consulting Date Posted: 2025-10-24 Experience Level: 5-10 Years Remote Status: Hybrid

🚀 Role Summary

• This role is situated within ServiceNow Impact, a division focused on accelerating customer value realization through personalized digital transformation journeys on the Now Platform.
• The Senior UX Consultant will serve as a subject matter expert, guiding customers in optimizing their use of ServiceNow by focusing on user needs and platform capabilities.
• Key responsibilities include delivering UX accelerator coaching sessions, conducting usability assessments, and crafting tailored user experience visions through prototypes and demos.
• The position demands strong consulting skills to identify and drive process improvements, develop leading practices, and mentor junior team members within the customer success organization.

📝 Enhancement Note: This role is specifically focused on the "Impact" division of ServiceNow, indicating a client-facing, advisory capacity aimed at maximizing customer value and adoption of the ServiceNow platform through UX best practices. The emphasis on "accelerator coaching sessions" suggests a structured, repeatable approach to delivering UX expertise.

📈 Primary Responsibilities

• Deliver virtual UX accelerator coaching sessions, including assessments, recommendations, and tailored user experience visions, to complex, large enterprise customers.
• Develop and prepare all client-facing and internal deliverables associated with UX coaching sessions, ensuring clarity and adherence to leading practices.
• Drive continuous improvement of the ServiceNow Impact implementation methodology and service offerings based on direct client experiences and feedback.
• Identify and implement process improvements within the UX consulting framework, documenting leading practices and contributing to the team's knowledge base.
• Mentor and coach early-in-career team members, fostering their development in UX consulting and ServiceNow platform expertise.
• Engage with customers to understand their needs, scope the effort for UX engagements, fulfill business requirements, and resolve escalating customer issues.
• Conduct detailed UX reviews of implemented ServiceNow solutions to assess usability and identify areas for enhancement.
• Collaborate with Impact colleagues and other cross-functional teams to recommend platform-specific solutions that align with customer goals and user needs.
• Craft design prototypes and compelling demos to articulate tailored user experience visions to diverse customer stakeholders, including both technical and non-technical audiences.
• Present design concepts and solutions effectively, ensuring understanding and buy-in from customer stakeholders at various levels.
• Develop and maintain strong, collaborative working relationships with internal cross-functional teams (e.g., Customer Success Managers, Solution Consultants) to ensure integrated customer support.

📝 Enhancement Note: The responsibilities highlight a blend of direct client delivery, strategic process improvement, and team leadership within a specialized customer success context. The emphasis on "tailored user experience vision" and "prototypes/demos" points to a hands-on design and communication component beyond pure advisory.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong foundation in User Experience, Human-Computer Interaction (HCI), Design, or a related field is implied by the role's focus. Candidates with degrees in these areas will likely possess the foundational knowledge required.

Experience:

• A minimum of 5 years of relevant design and User Experience (UX) experience is required.
• Significant experience with enterprise software, particularly SaaS/PaaS platforms like ServiceNow, is essential. Previous experience in a consulting capacity is also a prerequisite.

Required Skills:

• User Experience (UX) Design: Deep understanding of UX principles, methodologies, and best practices for enterprise software.
• Consulting Expertise: Proven ability to act as a trusted advisor, manage client relationships, and deliver strategic recommendations.
• Communication & Presentation Skills: Excellent verbal and written communication, with the ability to articulate complex technical concepts and design visions to diverse, multi-level stakeholder audiences.
• Critical Thinking & Problem-Solving: Strong analytical skills to assess user needs, identify root causes of usability issues, and develop user-focused, outcome-driven solutions.
• Design & Prototyping Tools Proficiency: Familiarity and practical experience with industry-standard tools such as Figma, Sketch, Adobe XD, FigJam, Miro, Mural, Adobe Photoshop, and Adobe Illustrator.
• ServiceNow Platform Familiarity: Understanding of the ServiceNow platform's capabilities, user interface, and how it can be leveraged to improve user experiences and digital transformation.
• Mentoring & Coaching: Ability to guide and develop junior team members, fostering their growth in UX consulting and platform expertise.
• Collaboration & Interpersonal Skills: Excellent ability to work effectively with cross-functional teams, build rapport with customers, and manage relationships with multi-level stakeholders.

Preferred Skills:

• Digital Transformation Strategy: Experience guiding organizations through digital transformation initiatives.
• Usability Assessment & Testing: Proficiency in conducting formal usability reviews and testing.
• Process Improvement Methodologies: Familiarity with frameworks for identifying and implementing process optimizations.
• SaaS/PaaS Industry Knowledge: Broader understanding of the enterprise software landscape.
• Agile/Scrum Methodologies: Experience working within agile development or consulting frameworks.

📝 Enhancement Note: The explicit mention of "5+ years of relevant design/UX experience" and "previous consultation experience" directly informs the minimum experience level. The required skills list is derived from the explicit mentions and the nature of the responsibilities, emphasizing both technical UX skills and soft consulting/communication abilities. The preference for specific tools like Figma and Miro suggests a modern UX workflow.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated UX Case Studies: A portfolio showcasing 3-5 significant UX projects, detailing the problem statement, your role, the process followed, design solutions, and quantifiable outcomes. For this role, at least one case study should ideally involve enterprise software or B2B SaaS.
• Process Optimization Examples: Evidence of how you have analyzed existing workflows, identified inefficiencies, and implemented UX-driven solutions to improve processes and user satisfaction.
• System Implementation Context: Examples of how UX considerations were integrated into the implementation or enhancement of enterprise systems, demonstrating an understanding of platform constraints and capabilities.
• ROI and Impact Articulation: Clear demonstration of how your UX contributions led to measurable business impact, such as increased user adoption, reduced training time, improved task completion rates, or enhanced customer satisfaction scores.

Process Documentation:

• Workflow Design & Analysis: Provide examples of how you have mapped user journeys, designed new workflows, or optimized existing ones to enhance user experience and operational efficiency.
• Prototyping & Design Artifacts: Include examples of wireframes, interactive prototypes, mockups, and user flow diagrams that effectively communicate design intent and user interactions.
• Usability Review Documentation: Showcase documentation from UX reviews or usability testing, including findings, recommendations, and how these insights informed design iterations.
• Cross-Functional Collaboration Artifacts: Examples of how you have documented and communicated UX strategies, design decisions, and user insights to diverse stakeholder groups (e.g., product managers, engineers, business leaders).

📝 Enhancement Note: Given the consulting nature of this role and the focus on "accelerator coaching sessions" and "recommendations," a strong portfolio demonstrating practical application of UX principles to solve business problems is critical. The emphasis on enterprise software and process improvement implies that candidates should be prepared to showcase their ability to translate UX strategy into tangible, impactful solutions within complex organizational structures.

💵 Compensation & Benefits

Salary Range:

• Base Pay: $147,300 - $257,800 USD per year.
• Explanation: This range is explicitly provided in the job posting. It reflects a Senior-level UX Consultant role within a leading enterprise software company, considering the significant experience required (5+ years) and the high-demand skills in UX, consulting, and enterprise SaaS. The upper end of the range accommodates extensive experience, exceptional qualifications, and potentially specialized expertise.

Benefits:

• Health Plans: Comprehensive medical, dental, and vision insurance.
• Flexible Spending Accounts (FSAs): For healthcare and dependent care expenses.
• 401(k) Plan: With a company match, supporting retirement savings.
• Employee Stock Purchase Plan (ESPP): Opportunity to purchase company stock at a discount.
• Matching Donations: Support for charitable giving through corporate matching.
• Flexible Time Away Plan: Generous paid time off policy.
• Family Leave Programs: Support for new parents and those needing to care for family members.

Working Hours:

• The role implies a standard full-time commitment, typically 40 hours per week.
• Given the hybrid work arrangement, flexibility is expected within the standard work week, with 2 days per week required in the San Diego or Orlando office. This allows for focused work and collaboration while maintaining some autonomy.

📝 Enhancement Note: The salary range is directly from the provided text. The benefits listed are also explicitly stated. The working hours are inferred from the "Full-time" employment type and typical industry standards, with the hybrid arrangement adding a layer of flexibility.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enterprise Software (SaaS/PaaS), Digital Transformation, Cloud Computing. ServiceNow is a global market leader in digital workflow solutions, transforming how organizations operate by connecting people, processes, and systems.

Company Size: ServiceNow is a large, established global enterprise, indicated by its 8,100+ customers globally, including 85% of the Fortune 500. This size suggests a structured environment with established processes, significant resources, and opportunities for impact within a large organization.

Founded: 2004 in San Diego, California. The company's origin story highlights a visionary approach to improving work processes, which continues to be a core tenet of its culture and product development.

Team Structure:

• Impact Division: This role is part of the "ServiceNow Impact" organization, a global customer success division. This implies a team of specialists focused on customer value realization and digital transformation.
• Reporting: While not explicitly stated, Senior UX Consultants typically report to a UX Manager, Director of Impact, or a similar leadership role within the customer success or professional services organization.
• Cross-functional Collaboration: The role emphasizes strong working relationships with cross-functional teams, likely including Customer Success Managers (CSMs), Solution Consultants, Account Executives, and Product Management, to ensure a cohesive customer experience and successful platform adoption.

Methodology:

• Data-Driven UX: The role requires a user-focused, outcome-driven approach, suggesting a reliance on data analysis to understand user needs, assess usability, and measure the impact of UX interventions.
• Process Optimization: A core aspect is identifying and driving process improvements, indicating a focus on efficiency, best practices, and continuous refinement of service offerings and methodologies.
• Leading Practices & Thought Leadership: The company values continuous learning and sharing expertise, encouraging team members to develop and disseminate leading practices within UX and digital transformation.

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

📝 Enhancement Note: The company description emphasizes innovation, customer focus, and making the world work better. The "Impact" division's purpose directly aligns with this by focusing on customer value and digital transformation, suggesting a culture that is both customer-centric and results-oriented. The size of ServiceNow implies a professional, well-resourced environment.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Consultant role, indicating a mid-to-senior level position. It requires significant independent work, client management, and the ability to mentor others. The focus on "Impact" and "digital transformation" positions this role as strategic, contributing directly to customer success and the company's reputation for delivering value.

Reporting Structure: The Senior UX Consultant will likely report to a manager within the ServiceNow Impact organization. This manager will oversee a team of consultants and specialists focused on customer success and platform adoption. The role involves close collaboration with customer-facing teams (like CSMs) and potentially product teams.

Operations Impact: The role directly influences customer success by ensuring they derive maximum value from ServiceNow. This is achieved by improving user experience, driving adoption, and facilitating digital transformation. Successful UX consulting leads to increased customer satisfaction, retention, and potential for expansion, directly impacting ServiceNow's revenue and market position.

Growth Opportunities:

• Leadership Development: Opportunities to lead client engagements, mentor junior consultants, and potentially develop new service offerings within the Impact division.
• Specialization: Deepen expertise in specific ServiceNow products, industries, or advanced UX methodologies (e.g., AI-driven UX, accessibility).
• Strategic Influence: Contribute to the evolution of ServiceNow's implementation methodology and consulting services, influencing how customers adopt and leverage the platform.
• Career Progression: Potential to move into management roles within Impact, or transition to other senior roles within ServiceNow's customer success, product, or consulting arms.
• Continuous Learning: Access to ServiceNow's extensive learning resources, industry conferences, and opportunities to stay at the forefront of UX and digital transformation trends.

📝 Enhancement Note: The "Senior" title, coupled with responsibilities like mentoring and driving process improvements, suggests a clear path for career advancement. The focus on "Impact" implies that success in this role is directly tied to customer outcomes, which is a strong indicator of growth potential within a customer-centric organization like ServiceNow.

🌐 Work Environment

Office Type: Hybrid. Employees are expected to come into the San Diego or Orlando office 2 days a week, with the remaining days being flexible (remote). This model aims to balance the benefits of in-person collaboration and team building with the flexibility of remote work.

Office Location(s): San Diego, California (primary specified location) and Orlando, Florida. Candidates should be willing to work from one of these office locations on designated days.

Workspace Context:

• Collaborative Environment: The hybrid model facilitates in-person collaboration, team meetings, workshops, and informal interactions, fostering a strong team dynamic within the specified office days.
• Tools & Technology: Access to ServiceNow's suite of collaboration, design, and prototyping tools (Figma, Miro, etc.) will be essential. A robust IT infrastructure supporting remote and hybrid work is expected.
• Team Interaction: The 2-day office presence is designed to ensure regular interaction with colleagues, managers, and cross-functional teams, promoting knowledge sharing and a cohesive team culture.

Work Schedule: Standard full-time hours are expected, with flexibility provided by the hybrid arrangement. The focus will be on achieving objectives and delivering client value, rather than strict adherence to a 9-to-5 schedule, particularly on remote days. The hybrid nature allows for effective management of client sessions (often virtual) and focused individual work.

📝 Enhancement Note: The hybrid work arrangement is clearly defined, specifying 2 days in the office. This is a key differentiator for candidates considering their work preferences and allows for planning around in-person collaboration and focused remote work.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and conduct an initial screening to assess basic qualifications and cultural fit.
• Technical/Skills Interview: Expect interviews focused on UX principles, design methodologies, problem-solving capabilities, and your experience with enterprise software and design tools. This may involve technical questions and scenario-based discussions.
• Portfolio Review: A critical step where you will present your portfolio. Be prepared to walk through 2-3 key projects, explaining your process, challenges, solutions, and the impact of your work. This is often a dedicated session with multiple interviewers.
• Behavioral/Situational Interviews: Questions assessing your ability to collaborate, communicate, mentor, handle difficult client situations, and demonstrate a growth mindset.
• Final Round: May involve discussions with senior leadership, a final assessment of your strategic thinking, and alignment with ServiceNow's values and culture.

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate your senior-level UX consulting skills, experience with enterprise software, and impact on business outcomes. Prioritize projects showcasing process improvement and client collaboration.
• Structure Your Narrative: For each project, clearly articulate the problem, your specific role and contributions, the UX process you followed (research, ideation, design, testing), the challenges encountered, the solutions implemented, and the measurable results.
• Quantify Impact: Whenever possible, use data and metrics to demonstrate the tangible business value of your UX work (e.g., increased adoption rates, efficiency gains, reduced support tickets, improved satisfaction scores).
• Highlight Collaboration: Showcase instances where you effectively partnered with cross-functional teams and stakeholders to achieve project goals.
• Prepare to Discuss Process: Be ready to elaborate on your design decisions, rationale, and how you adapted your approach based on client feedback or platform constraints.

Challenge Preparation:

• Case Study Simulation: Be prepared for potential case study exercises that simulate a client scenario. These might involve analyzing a problem, proposing UX solutions, or designing a workflow within a given timeframe.
• ServiceNow Context: Research ServiceNow's platform, its core offerings (ITSM, CSM, HRSD, etc.), and common use cases. Understand how UX contributes to successful adoption and value realization within this ecosystem.
• Consulting Scenarios: Practice responses to common consulting challenges, such as managing scope creep, dealing with resistant stakeholders, or presenting complex solutions to non-technical audiences.
• Mentorship Examples: Prepare examples of how you have mentored or coached others, demonstrating your leadership potential and ability to foster team growth.

📝 Enhancement Note: The emphasis on a portfolio review and client-facing "Impact" role suggests that candidates should be prepared to present their work compellingly and discuss their strategic thinking behind design decisions. The mention of specific tools and enterprise software implies that practical, hands-on experience will be thoroughly assessed.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe XD (essential for creating wireframes, mockups, and interactive prototypes).
• Collaboration & Whiteboarding: Miro, Mural, FigJam (critical for virtual workshops, brainstorming sessions, process mapping, and collaborative design).
• UX Research & Usability Tools: While not explicitly listed, familiarity with tools for user interviews, surveys, and usability testing would be beneficial.
• Presentation Software: PowerPoint, Google Slides, Keynote (for client presentations and delivering coaching sessions).

Analytics & Reporting:

• ServiceNow Platform Analytics: Understanding how to leverage ServiceNow's built-in analytics and reporting capabilities to understand user behavior and system usage.
• General Analytics Tools: Familiarity with tools that might be used to track user engagement or measure the impact of UX changes, although specific tools are not mentioned.

CRM & Automation:

• ServiceNow Platform: Deep familiarity with the ServiceNow platform is a core requirement, as the role involves consulting on its implementation and use.
• Collaboration Platforms: Tools like Slack or Microsoft Teams for internal team communication.

📝 Enhancement Note: The explicit mention of specific design and collaboration tools (Figma, Miro, etc.) indicates these are key requirements. Proficiency with the ServiceNow platform itself is paramount, as this role is about consulting on its UX aspects.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A primary focus on helping customers achieve their goals and realize value from ServiceNow, aligning with the "Impact" division's mission.
• Innovation & Transformation: Encouraging creative problem-solving and driving digital transformation for clients through advanced UX strategies.
• Excellence & Continuous Improvement: A commitment to delivering high-quality consulting services, driving process improvements, and constantly refining methodologies.
• Collaboration & Teamwork: Valuing strong partnerships with colleagues, cross-functional teams, and clients to achieve shared objectives.
• Growth Mindset: Encouraging a proactive approach to learning, tackling new challenges, and embracing opportunities for personal and professional development.

Collaboration Style:

• Proactive & Consultative: Engages with customers and internal teams to understand needs, offer solutions, and guide decision-making.
• Data-Informed: Utilizes data and user insights to support recommendations and measure impact.
• Mentorship-Oriented: Actively shares knowledge and supports the development of junior team members.
• Outcome-Driven: Focuses on achieving tangible results and maximizing customer value.
• Hybrid Integration: Balances in-person collaboration with effective remote communication and tool utilization.

📝 Enhancement Note: ServiceNow's slogan "Make the world of work work better for everyone" suggests a strong underlying value proposition focused on efficiency, improvement, and positive impact. The "Impact" division's focus reinforces a customer-success oriented culture.

⚡ Challenges & Growth Opportunities

Challenges:

• Complex Customer Environments: Navigating diverse customer needs, existing system complexities, and varying levels of UX maturity across large enterprises.
• Balancing User Needs with Platform Constraints: Effectively recommending solutions that meet user requirements while respecting the technical limitations and best practices of the ServiceNow platform.
• Driving Change Management: Assisting customers in adopting new UX paradigms and platform functionalities, which can involve overcoming resistance to change.
• Remote Delivery Effectiveness: Ensuring impactful and engaging UX coaching sessions and client interactions when delivered virtually.
• Staying Ahead of Trends: Continuously adapting to evolving UX best practices, AI advancements, and new ServiceNow platform features to maintain thought leadership.

Learning & Development Opportunities:

• ServiceNow Product Expertise: Deepen knowledge of the ServiceNow platform, including its various modules and emerging capabilities.
• Advanced UX Methodologies: Access training and resources on cutting-edge UX research, design thinking, and service design techniques.
• Consulting Skills Enhancement: Development in client management, strategic advisory, and complex problem-solving.
• Mentorship & Leadership: Opportunities to hone coaching skills and potentially take on leadership roles within the Impact team.
• Industry Engagement: Attending industry conferences and participating in professional communities to share and gain insights.

📝 Enhancement Note: The challenges are derived from the nature of senior consulting in enterprise software, focusing on client complexity and technology evolution. The growth opportunities are aligned with career progression within a major tech company, emphasizing skill development and leadership.

💡 Interview Preparation

Strategy Questions:

• UX Strategy for Enterprise Platforms: How would you approach designing a user experience strategy for a large enterprise adopting a new platform like ServiceNow? Discuss your process, key considerations, and how you'd involve stakeholders.
• Measuring UX Impact: How do you measure the success of UX initiatives in a B2B SaaS environment? Provide examples of key metrics and how you've used them to demonstrate ROI.
• Consulting Challenges & Client Management: Describe a time you had to manage a difficult client or a challenging project. What was the situation, how did you handle it, and what was the outcome?
• Mentoring and Team Development: How do you approach mentoring junior team members? Describe a situation where you helped a colleague develop a specific skill.

Company & Culture Questions:

• ServiceNow's Vision: What excites you about ServiceNow's mission and its role in the future of work?
• Impact Division's Value: How do you see the ServiceNow Impact division contributing to customer success, and how would your role specifically add value?
• Hybrid Work Philosophy: How do you envision contributing to team culture and collaboration within a hybrid work environment?
• Growth Mindset in Practice: Can you share an example of how you've demonstrated a growth mindset to learn a new skill or overcome a significant challenge?

Portfolio Presentation Strategy:

• The STAR Method for Case Studies: Structure your project walkthroughs using the Situation, Task, Action, Result framework. Clearly define the problem, your role, the specific actions you took, and the quantifiable results.
• Visual Storytelling: Use your design artifacts (wireframes, prototypes, user flows) not just as examples, but as visual aids to tell a compelling story about the user journey and your design solutions.
• Focus on Process and Rationale: Be prepared to explain why you made certain design decisions, the research that informed them, and how you iterated based on feedback. This demonstrates critical thinking.
• Client-Centric Language: Frame your contributions in terms of how they solved client problems and delivered business value, rather than just focusing on design aesthetics.
• Prepare for Q&A: Anticipate questions about your tools, methodologies, trade-offs made, and how you handle disagreements or unexpected challenges.

📝 Enhancement Note: The interview preparation focuses on the core competencies of a Senior UX Consultant in a client-facing role: strategic thinking, problem-solving, client management, and the ability to articulate impact through a portfolio. The emphasis on ServiceNow and its platform is crucial.

📌 Application Steps

To apply for this operations position:

• Submit Your Application: Complete and submit your application through the provided link on SmartRecruiters.
• Tailor Your Resume: Highlight your 5+ years of UX and consulting experience, specific enterprise software knowledge (especially ServiceNow), proficiency with design/collaboration tools (Figma, Miro, etc.), and any experience with digital transformation or process improvement. Quantify achievements wherever possible.
• Prepare Your Portfolio: Curate 3-5 of your strongest UX case studies. Ensure they clearly demonstrate your problem-solving skills, process, collaboration, and measurable impact. Be ready to present this virtually or in person.
• Research ServiceNow Impact: Understand the goals of the "ServiceNow Impact" division and how UX consulting contributes to customer success. Familiarize yourself with ServiceNow's platform and its value proposition.
• Practice Your Narrative: Rehearse presenting your portfolio and answering common interview questions, particularly those related to consulting scenarios, problem-solving, and driving user adoption in enterprise environments.

⚠️ 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.