Principal Business Process Consultant

ServiceNow; Staines-upon-Thames; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global tech leader is seeking an experienced CRM Consultant to guide customers in leveraging ServiceNow's platform for enhanced customer satisfaction. The role involves developing CRM strategies, leading workshops, and mentoring junior staff. Candidates should possess deep CRM consulting experience, familiarity with AI tool integration, and strong communication skills. Join our team in Staines-upon-Thames and help businesses optimize their CRM processes. Flexible work arrangements available.

Qualifications

• Experience integrating AI into work processes and decision-making.
• Deep experience in CRM business process consulting within global organizations.
• Expertise in CRM workflows including CSM, FSM, and SOM.
• Proven ability to define and deploy CRM processes across various fields.
• Familiarity with ServiceNow's AI-enabled CRM capabilities.
• Strong communication and presentation skills.
• Ability to align CRM strategies with business priorities.

Responsibilities

• Define CRM vision and roadmap with senior stakeholders.
• Lead workshops on CRM workflows for functional specifications.
• Analyze existing CRM processes and recommend improvements.
• Provide guidance to ensure CRM solutions comply with standards.
• Mentor junior consultants in delivering CRM solutions.
• Collaborate with technical teams for seamless execution.
• Act as a trusted advisor in CRM engagements with travel in EMEA.

Skills

CRM business process consulting

AI-powered tools usage

Communication skills

Stakeholder management

Job description

The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of this diverse team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment. Within CEG, the CRM practice focuses on delivering Customer Service Management (CSM), Field Service Management (FSM), Sales and Order Management (SOM), and industry-specific CRM workflows. Our mission is to enable seamless CRM transformation and adoption, leveraging ServiceNow's platform capabilities and innovation.

Responsibilities

• CRM Strategy & Advisory
  • Partner with senior stakeholders to define CRM vision, roadmap, and future‑state processes.
  • Lead discovery workshops focused on CRM workflows (CSM, FSM, SOM, Industry Workflows).
  • Translate business objectives into functional specifications and user stories for CRM solutions.
• Process Design & Optimisation
  • Analyse existing CRM processes, identify gaps, and implement automation using ServiceNow CRM capabilities.
  • Advocate for CRM best practices and share insights with product teams for continuous improvement.
• Thought Leadership & Enablement
  • Provide guidance during ambiguity, ensuring CRM solutions align with compliance and scalability.
  • Coach and mentor junior BPCs on CRM solutioning and delivery excellence.
• Collaboration & Governance
  • Work closely with Technical Consultants, Workflow Architects, and CRM Sales Architects to ensure seamless execution.
  • Contribute to CRM‑specific frameworks, reference instances, and reusable assets for accelerated delivery.
• Innovation & AI Integration
  • Leverage AI‑powered tools for CRM process mapping, automation, and predictive insights.
  • Explore AI‑driven enhancements for customer engagement and operational efficiency.
• Customer Engagement
  • Act as a trusted advisor in CRM‑focused engagements, with occasional travel within EMEA.
• We approach our distributed world of work with flexibility and trust, offering flexible, remote, or office‑based personas as needed.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may include using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI's potential impact on the function or industry.
• Deep experience in CRM business process consulting within complex, global organizations.
• Expertise in CRM workflows (CSM, FSM, SOM) and/or other industry‑specific solutions.
• Proven ability to define and deploy CRM future‑state processes across people, process, and technology.
• Familiarity with ServiceNow Now Assist and AI‑enabled CRM capabilities.
• Strong communication, presentation, and stakeholder management skills.
• Ability to analyse and recommend CRM strategies aligned with business priorities.

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.