Service Designer, Digital Customer Journey

Milwaukee, Wisconsin, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Enterprise Software, Cloud Computing, AI TechnologyIndustries

Requirements

Candidates must have 5+ years of experience in UX architecture, service design, customer experience, or a related field. A deep understanding of user experience and service design principles, systems thinking, information architecture, and visual communication is required. Demonstrable experience and a portfolio of creating and managing service blueprints and journey maps are essential. The role also requires executive presence, the ability to tell compelling stories to diverse audiences, confidence in leading through influence, and the ability to recommend trade-off decisions based on technical feasibility.

Responsibilities

The Digital Customer Journeys Experience Architect will lead and evolve enterprise customer experience initiatives by designing and maintaining service blueprints that map the full customer journey. They will shape customer success offerings through human-centered service design and facilitate conversations to align teams around customer needs. Responsibilities include partnering with cross-functional teams to develop and maintain service blueprints, translating blueprints into activation strategies, creating storyboards and experience visualizations, and leading the design of differentiated success experiences for customers. The role also involves partnering with stakeholders to enhance global delivery approaches, leading design thinking and service design workshops, supporting socialization and organizational change initiatives, and contributing to the development of customer experience governance and standards.

Skills

Service Design

Customer Journey Mapping

Human-Centered Design

Systems Thinking

Experience Design

Storyboarding

Cross-functional Collaboration

Product Management

Engineering

Stakeholder Alignment

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

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