Senior UX/UI Designer (ServiceNow)

📍 Job Overview

Job Title: Senior UX/UI Designer (ServiceNow)
Company: TELUS Digital
Location: Remote, Canada (also open to Hybrid in Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA; or Remote in U.S. or Canada)
Job Type: Full-Time
Category: User Experience (UX) / User Interface (UI) Design, Enterprise Applications
Date Posted: December 16, 2025
Experience Level: 5-10 Years
Remote Status: Remote/Hybrid

🚀 Role Summary

• Lead the end-to-end UI/UX design strategy for critical components of the TELUS ServiceNow platform, including the Self-Service Portal, Agent Workspaces, Virtual Agent, and NOW Mobile application.
• Drive the translation of complex telecommunications (Telco) processes and user needs into intuitive, efficient, and engaging user experiences within the ServiceNow ecosystem.
• Utilize modern ServiceNow UI frameworks like Next Experience UI and App Engine Studio to build exceptional user interfaces.
• Conduct user research, develop user personas, map customer journeys, and facilitate design thinking workshops to deeply understand user requirements and pain points.
• Create high-fidelity deliverables such as wireframes, mockups, and interactive prototypes, ensuring alignment with the Common Service Data Model (CSDM) and overall solution architecture.
• Champion accessibility standards (WCAG compliant) and design for a bilingual user base (English and Canadian French).

📝 Enhancement Note: This role is highly specialized, focusing on the ServiceNow platform within the telecommunications industry. The emphasis on user-centric design for complex enterprise applications, coupled with specific ServiceNow UI technologies and Telco domain knowledge, positions this as a critical design leadership role within a client-facing digital product consultancy. The hybrid and remote options provide significant flexibility.

📈 Primary Responsibilities

• UI/UX Design Strategy Leadership: Spearhead the entire design lifecycle for key ServiceNow platform features, focusing on user experience optimization and functional efficiency.
• ServiceNow UI Framework Expertise: Design and implement user interfaces using ServiceNow's Next Experience UI, UI Builder, Portal Designer, and Virtual Agent Designer, ensuring a modern and adaptive user experience.
• Complex Process Translation: Collaborate closely with Business Analysts and stakeholders to translate intricate requirements from modules such as Telecommunications Service Management (TSM), Customer Service Management (CSM), IT Service Management (ITSM), and Field Service Management (FSM) into simplified, elegant design solutions.
• User-Centric Design & Research: Execute comprehensive user research, develop detailed user personas, map out customer journeys, and conduct design thinking workshops to gain deep insights into user needs and identify critical pain points within the TELUS operational environment.
• High-Fidelity Deliverable Creation: Produce detailed wireframes, mockups, interactive prototypes, and comprehensive design specifications for development teams, ensuring strict adherence to the CSDM data model and overarching solution architecture.
• Accessibility & Localization Implementation: Design interfaces that meet WCAG compliance standards and are tailored for a bilingual user base (English and Canadian French), addressing specific project requirements for inclusivity.
• Agile Collaboration & Iteration: Actively participate in Agile ceremonies, including regular "Show & Tell" sessions, to present design concepts, solicit feedback from cross-functional teams, and iterate rapidly in partnership with developers, architects, and TELUS business owners.
• Design System Stewardship: Contribute to the development, maintenance, and consistent application of a robust design system and UI component library to ensure a cohesive and branded user experience across the entire ServiceNow platform.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design leadership, deep technical expertise in ServiceNow UI technologies, and strong analytical skills for translating complex business requirements. The emphasis on collaboration within an Agile framework and the creation of reusable design system components are key indicators of a mature design practice expected at this senior level.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio and demonstrated experience in UX/UI design, particularly with enterprise platforms like ServiceNow, will be paramount. Relevant certifications in UX/UI design or Agile methodologies would be beneficial.
Experience: A minimum of 5 years of dedicated UI/UX design experience, with a significant portion focused on projects built and implemented on the ServiceNow platform. Experience in the telecommunications industry is essential.

Required Skills:

• Extensive ServiceNow Design Experience: 5+ years of UI/UX design experience with a proven portfolio showcasing successful projects on the ServiceNow platform.
• ServiceNow UI Technologies Expertise: Deep, hands-on proficiency with ServiceNow's Next Experience UI, UI Builder, Portal Designer, and Virtual Agent Designer.
• Telecommunications Industry Acumen: Demonstrable experience designing solutions for Telecommunications companies, including understanding concepts like service orders, network incidents, customer case management, and TMF APIs.
• Core ServiceNow Module Understanding: Strong familiarity with the user-facing aspects of core ServiceNow modules, specifically Customer Service Management (CSM) and IT Service Management (ITSM).
• Agile & Collaborative Methodologies: Proven experience working within fast-paced, Agile development environments. Experience with frameworks like IBM Garage, Design Thinking, or similar co-creation models is highly preferred.
• Standard UX/UI Proficiency: Mastery of industry-standard design and prototyping tools such as Figma, Sketch, or Adobe XD, coupled with expertise in user research techniques and usability testing methodologies.
• Exceptional Communication Skills: The ability to articulate and effectively defend design decisions to diverse audiences, including technical teams, business stakeholders, and executive leadership.

Preferred Skills:

• Direct experience designing specifically for the ServiceNow Telecommunications Service Management (TSM) module.
• Experience designing user interfaces for integrations with external enterprise systems like Salesforce, Genesys, or AIOps platforms.
• Familiarity with the Common Service Data Model (CSDM) and its implications for user interface design and data architecture.
• Bilingual proficiency in both English and French, with the ability to apply this in design and communication.
• Previous experience working within a digital product consultancy or a similar client-facing advisory role.

📝 Enhancement Note: The qualifications emphasize a very specific technical skillset related to ServiceNow UI development and a deep understanding of the telecommunications sector. The preference for Agile and co-creation frameworks suggests a collaborative and iterative design process. The inclusion of CSDM knowledge and bilingualism points towards the complexity and global nature of the projects.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• ServiceNow Project Case Studies: Showcase a minimum of 3-5 significant projects where you led or made substantial contributions to UI/UX design on the ServiceNow platform. Highlight the specific modules and functionalities designed.
• Process Improvement Demonstrations: Include examples of how your designs led to tangible improvements in user efficiency, task completion rates, or overall user satisfaction within an enterprise context. Quantify impact where possible.
• System Implementation Standards: Detail your approach to designing within platform constraints (e.g., ServiceNow's UI framework) and ensuring designs are feasible for development teams to implement accurately.
• ROI Demonstration: Present case studies that clearly articulate the business value and return on investment (ROI) generated by your design solutions, particularly in terms of cost savings, increased productivity, or enhanced customer experience.

Process Documentation:

• Workflow Design & Optimization: Provide examples of how you have mapped, analyzed, and optimized complex user workflows within enterprise systems, specifically demonstrating your ability to simplify intricate processes.
• Implementation & Automation: Showcase your understanding of how design choices impact the implementation and potential automation of user journeys within platforms like ServiceNow.
• Measurement & Performance Analysis: Demonstrate how you have established metrics, conducted user testing, and analyzed performance data to iterate on and improve designs post-launch.

📝 Enhancement Note: For a senior-level design role, particularly one focused on an enterprise platform like ServiceNow, a robust portfolio is critical. The requirements emphasize not just aesthetic design, but also the ability to translate complex business needs into functional, efficient, and measurable user experiences. Demonstrating impact through quantifiable results and process optimization is key.

💵 Compensation & Benefits

Salary Range: $75,200 - $94,000 CAD per year.

Benefits:

• Comprehensive Healthcare: Includes Medical, Vision, and Dental insurance plans.
• Retirement Savings: Matching contributions towards retirement savings plans.
• Generous PTO: A competitive Paid Time Off policy designed for work-life balance.
• Employee Assistance Program (EAP): Support services for employees facing personal or work-related challenges.
• Life & Disability Insurance: Coverage to provide financial security for employees and their families.
• Annual Performance Bonus: Eligibility for an annual performance bonus based on individual, division, and company performance.

Working Hours: Standard full-time hours are assumed to be 40 hours per week, with flexibility potentially offered given the remote and hybrid work arrangements.

📝 Enhancement Note: The provided salary range is in CAD, which is relevant given the "Remote, Canada" location and the option for remote work in Canada. The benefits package is standard for a large organization like TELUS, with the inclusion of an annual performance bonus being a significant component beyond base salary. The salary range provided is for base pay only, and actual compensation will also be influenced by the annual bonus.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology & Telecommunications. TELUS Digital operates as the digital innovation arm of TELUS, a major telecommunications provider. This means they are involved in both developing internal digital products and offering digital product consultancy services to external clients, often within the Telco sector. Company Size: TELUS is a large, multi-billion dollar corporation, and TELUS Digital, while a distinct division, benefits from this scale and infrastructure. The specific size of TELUS Digital as a unit is not explicitly stated but is implied to be substantial, with a global team. Founded: TELUS was founded in 1990 (as TELUS Communications Inc.), with TELUS Digital likely established to drive digital transformation initiatives. The company's long history provides a stable foundation.

Team Structure:

• ServiceNow Practice: The role is within a dedicated ServiceNow team, suggesting a specialized group focused on implementing and optimizing solutions on the ServiceNow platform.
• Client-Collaborative Model: As a digital product consultancy, TELUS Digital likely works in a highly collaborative model with clients, involving project teams composed of designers, business analysts, developers, architects, and client stakeholders.
• Agile & Design Thinking: The culture emphasizes agile methodologies and design thinking, indicating a fast-paced, iterative, and user-centric approach to project delivery.

Methodology:

• End-to-End Digital Product Development: TELUS Digital offers expertise across a broad spectrum of digital services, from strategy and design to AI, cloud engineering, and QA.
• Agile & Co-creation: The team operates within agile frameworks and employs co-creation models (like IBM Garage or Design Thinking), fostering rapid iteration and close stakeholder involvement.
• Data-Driven Insights: The role of Data & AI as a core service area suggests a strong emphasis on leveraging data to inform design decisions and measure impact.

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

📝 Enhancement Note: TELUS Digital's positioning as a digital product consultancy within a major telecommunications company provides a unique blend of corporate stability and agile innovation. The emphasis on client collaboration and a global team suggests a dynamic and diverse work environment. The core service areas indicate a comprehensive approach to digital transformation.

📈 Career & Growth Analysis

Operations Career Level: This role is designated as "Senior," indicating a leadership position within the UX/UI design discipline. It requires significant autonomy, strategic input, and the ability to mentor others. The focus on leading design for a complex ServiceNow implementation suggests a high level of responsibility and impact.

Reporting Structure: The Senior UX/UI Designer will likely report to a Design Lead, UX Manager, or a Director within TELUS Digital's design or ServiceNow practice. They will collaborate closely with Business Analysts, ServiceNow Architects, Developers, and Project Managers, as well as client-side stakeholders.

Operations Impact: The role directly impacts operational efficiency and customer experience by designing intuitive and effective digital tools on the ServiceNow platform. Successful designs can lead to streamlined service delivery, improved agent productivity, enhanced customer satisfaction, and reduced operational costs within client organizations. The ability to influence the adoption and effectiveness of critical enterprise systems makes this a high-impact role.

Growth Opportunities:

• Leadership Development: Opportunities to lead design initiatives, mentor junior designers, and potentially move into management or principal design roles within TELUS Digital or its client engagements.
• ServiceNow Specialization: Deepen expertise in ServiceNow's evolving platform capabilities, including AI features and new module implementations, becoming a go-to expert.
• Cross-Industry Exposure: As a consultancy, there's potential to work on diverse projects across various industries, broadening design experience beyond telecommunications.
• Skill Enhancement: Continuous learning through internal training, workshops, and potentially certifications in advanced UX techniques, design systems, and enterprise platform design.

📝 Enhancement Note: The "Senior" designation implies a significant level of experience and strategic contribution. Growth opportunities are likely tied to leadership within design, deep specialization in enterprise platforms, and the potential for diverse project engagement inherent in a consultancy model.

🌐 Work Environment

Office Type: The role offers flexibility with options for:

• Hybrid: Based out of specific TELUS Digital offices (Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA), requiring some in-office presence for collaboration.
• Remote: Fully remote within the U.S. or Canada, allowing for a home-based work environment.

Office Location(s):

• Hybrid Offices: Charlottesville, VA; Durham, NC; Columbus, OH; Boston, MA.
• Remote Work: Available across the United States and Canada.

Workspace Context:

• Collaborative Digital Environment: TELUS Digital likely fosters a highly collaborative environment, utilizing digital tools for communication, design collaboration, and project management, regardless of physical location.
• Access to Modern Tools: Designers will have access to industry-standard design and prototyping software (Figma, Sketch, Adobe XD) and ServiceNow's specific development environments.
• Cross-Functional Interaction: The role involves frequent interaction with a diverse team of technical experts (developers, architects), business analysts, project managers, and client representatives, promoting a dynamic exchange of ideas.

Work Schedule: Standard full-time hours are expected (approx. 40 hours/week). The remote and hybrid options provide flexibility in managing one's workday, though participation in Agile ceremonies and client meetings will require adherence to scheduled times.

📝 Enhancement Note: The combination of hybrid and fully remote options is a significant draw for this role, catering to a wide range of candidate preferences. The emphasis on digital collaboration tools is crucial for maintaining team cohesion and project momentum in a distributed or hybrid setting.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and portfolios to assess initial fit, focusing on ServiceNow and Telco experience.
• Technical/Design Interview: Candidates will likely present their portfolio, discussing key projects, design decisions, and their approach to solving complex UX challenges on ServiceNow. Expect questions about their experience with specific UI frameworks and user research methodologies.
• Case Study/Design Challenge: A practical exercise may be given, either pre-interview or during a dedicated session, to assess problem-solving skills, design process, and ability to translate requirements into design solutions. This might involve a hypothetical ServiceNow feature or a process optimization task.
• Team/Stakeholder Interviews: Interviews with potential peers (other designers, BAs, architects) and hiring managers to evaluate cultural fit, collaboration style, and ability to articulate design rationale.
• Final Interview: May involve senior leadership to discuss strategic alignment and overall fit within TELUS Digital.

Portfolio Review Tips:

• Showcase ServiceNow Expertise: Clearly highlight projects where you designed for ServiceNow, detailing the specific modules (CSM, ITSM, TSM, etc.) and UI technologies used (Next Experience UI, UI Builder).
• Quantify Impact: For each project, present measurable outcomes. This could include improvements in task completion time, reduction in support tickets, increased user adoption, or client satisfaction scores. Use data and metrics to support your claims.
• Detail Your Process: Walk through your design process for key projects. Explain your user research methods, how you translated requirements, your wireframing/prototyping approach, and how you iterated based on feedback.
• Address Telco Context: If possible, include projects with a telecommunications focus, explaining your understanding of industry-specific challenges and user needs.
• Highlight Collaboration: Describe how you worked with developers, BAs, and stakeholders. Mention your experience with Agile ceremonies and design thinking workshops.
• Accessibility & Bilingualism: If applicable, showcase designs that demonstrate adherence to WCAG standards or considerations for bilingual interfaces.

Challenge Preparation:

• ServiceNow UI Principles: Familiarize yourself with ServiceNow's design system, Next Experience UI guidelines, and best practices for UI Builder and Portal Designer.
• Telco Use Cases: Review common user scenarios and pain points within telecommunications service management, customer service, and IT support.
• Design Thinking & Agile: Be prepared to discuss your experience with these methodologies and how you apply them in practice.
• Problem-Solving Framework: Have a structured approach for tackling design challenges, starting with understanding the problem, defining user needs, ideating solutions, prototyping, and testing.

📝 Enhancement Note: The interview process is expected to be rigorous, with a strong emphasis on a candidate's practical experience with ServiceNow and their ability to demonstrate tangible design impact. The portfolio is the primary tool for showcasing this, making its preparation critical.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: Deep, hands-on expertise is mandatory. This includes:
  • Next Experience UI: Modern interface framework for building intuitive user experiences.
  • UI Builder: A low-code tool for creating custom pages and components within ServiceNow.
  • Portal Designer: For developing and customizing ServiceNow's self-service portals.
  • Virtual Agent Designer: For building conversational AI experiences within ServiceNow.
  • App Engine Studio: For rapid application development on the Now Platform.
• Design & Prototyping Software: Proficiency in industry-standard tools is required:
  • Figma: Widely used for collaborative UI design, prototyping, and design systems.
  • Sketch: A popular vector-based design tool for macOS.
  • Adobe XD: Another comprehensive tool for UI/UX design and prototyping.
• User Research & Testing Tools: Familiarity with tools for conducting user interviews, surveys, and usability tests (e.g., UserTesting.com, Maze, Qualtrics, SurveyMonkey).

Analytics & Reporting:

• ServiceNow Reporting & Analytics: Understanding of how to leverage ServiceNow's built-in reporting capabilities to track user engagement and system performance.
• Web Analytics Tools: Familiarity with tools like Google Analytics or Adobe Analytics for understanding user behavior on web portals.

CRM & Automation:

• ServiceNow CSM/ITSM Modules: In-depth knowledge of the user-facing aspects of these core modules.
• Integration Concepts: Understanding of how user interfaces might interact with integrated systems (e.g., CRM platforms, field service tools).

📝 Enhancement Note: The technology stack is heavily skewed towards the ServiceNow ecosystem, highlighting the specialized nature of this role. Expertise in ServiceNow's proprietary design and development tools is non-negotiable, alongside proficiency in standard UX/UI design software.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and prioritizing user needs in all design decisions, ensuring solutions are intuitive and effective.
• Innovation & Agility: Embracing new technologies and methodologies to drive continuous improvement and deliver solutions rapidly in a dynamic environment.
• Collaboration & Transparency: Fostering open communication and teamwork across diverse disciplines and with clients to achieve shared goals.
• Excellence & Quality: Striving for high standards in design, implementation, and user experience, ensuring robust and polished deliverables.
• Data-Driven Decision Making: Utilizing data and user insights to inform design strategy, measure impact, and drive continuous optimization.

Collaboration Style:

• Cross-Functional Integration: Design work is deeply integrated with Business Analysts, ServiceNow Architects, Developers, and Project Managers. Regular collaboration is expected to ensure designs are technically feasible and meet business objectives.
• Iterative Feedback Loops: The team likely employs a culture of continuous feedback, with regular "Show & Tell" sessions and design reviews to refine concepts and solutions.
• Knowledge Sharing: Encouraging the sharing of best practices, design patterns, and platform insights to foster collective growth and maintain consistency across projects.

📝 Enhancement Note: The team culture and values likely reflect those of a modern digital consultancy that prioritizes user experience, innovation, and collaborative problem-solving within an agile framework. The emphasis on data and continuous improvement aligns with operational excellence.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Enterprise Systems: Translating intricate business processes from telecommunications and service management into simple, user-friendly interfaces on a powerful but complex platform like ServiceNow.
• Balancing User Needs with Platform Constraints: Designing within the technical limitations and best practices of the ServiceNow platform while still delivering exceptional user experiences.
• Stakeholder Alignment: Managing diverse stakeholder expectations and ensuring buy-in for design decisions across technical, business, and client teams.
• Maintaining Design Consistency: Ensuring a cohesive and branded user experience across various ServiceNow modules and applications, especially when working with multiple project teams.
• Rapid Technological Evolution: Keeping pace with the continuous updates and new features within the ServiceNow ecosystem and broader UX/UI design trends.

Learning & Development Opportunities:

• Advanced ServiceNow Training: Opportunities to gain deeper expertise in specific ServiceNow modules, administration, or development aspects that complement design skills.
• Design System Mastery: Contribution to and leadership in developing and scaling robust design systems for enterprise applications.
• Industry Conferences & Certifications: Access to professional development resources, industry events, and certifications in UX/UI design, Agile, or ServiceNow technologies.
• Mentorship Programs: Potential for mentorship from senior designers or leaders within TELUS Digital, fostering career growth and skill development.

📝 Enhancement Note: The challenges are typical for senior roles in enterprise design, requiring a strategic approach to problem-solving and continuous learning. The growth opportunities are well-aligned with advancing expertise in a specialized domain and developing leadership capabilities.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex Telco process you've simplified through UX/UI design on ServiceNow. What were the key challenges, your approach, and the measurable impact?" (Focus on demonstrating your ability to translate complexity and quantify results.)
• "How do you ensure your designs are both user-centric and adhere to ServiceNow's platform best practices and CSDM framework?" (Highlight your understanding of platform constraints and user advocacy.)
• "Walk me through your process for conducting user research for an enterprise application like ServiceNow. What methods do you prefer and why?" (Showcase your research methodology and critical thinking.)
• "How would you approach designing a new feature for the ServiceNow Self-Service Portal to improve user adoption and reduce agent workload?" (Prepare to outline a design process for a specific scenario.)

Company & Culture Questions:

• "What interests you about TELUS Digital and this specific role focusing on ServiceNow within the telecommunications sector?" (Research TELUS Digital's mission, values, and recent projects.)
• "How do you approach collaboration within an Agile team, especially when working with developers and business analysts who may have different priorities?" (Demonstrate your teamwork and communication skills.)
• "Describe a time you had to advocate for a design decision that was met with resistance. How did you handle it, and what was the outcome?" (Show your ability to influence and communicate effectively.)

Portfolio Presentation Strategy:

• Structure for Impact: Organize your presentation logically, perhaps by project, highlighting the problem, your role, process, solution, and quantifiable results.
• ServiceNow Focus: Dedicate significant time to your ServiceNow projects, detailing the specific technologies and modules used.
• Quantify Everything: For each case study, present clear metrics that demonstrate the business value and user impact of your designs.
• Tell a Story: For each project, explain the "why" behind your decisions and how your design solved a real problem.
• Be Prepared for Deep Dives: Anticipate detailed questions about your design choices, research methods, and technical considerations related to ServiceNow.

📝 Enhancement Note: Interview preparation should focus on demonstrating deep expertise in ServiceNow UI/UX, a strong understanding of the telecommunications domain, and the ability to articulate design impact with data. The portfolio is your primary storytelling tool.

📌 Application Steps

To apply for this Senior UX/UI Designer position:

• Submit your application through the provided link on the Greenhouse job board.
• Tailor Your Resume: Emphasize your experience with ServiceNow, UI/UX design, the telecommunications industry, and specific tools like Figma, Sketch, and Adobe XD. Use keywords from the job description.
• Curate Your Portfolio: Ensure your portfolio prominently features your ServiceNow projects, clearly outlining your role, process, and measurable outcomes. Include case studies that demonstrate your ability to translate complex requirements into intuitive designs.
• Prepare Your Narrative: Be ready to articulate your design philosophy, your approach to user research, and how you collaborate within Agile teams. Practice explaining your portfolio projects concisely and effectively.
• Research TELUS Digital: Understand their mission, values, and the types of digital products and services they offer. This will help you tailor your responses and demonstrate genuine interest.

⚠️ 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.

---