ServiceNow User Experience Lead

Deutsche Bank AG; Park Central; Hybrid; GBP 90,000 - 135,000; Full time

Benefits offered by this job

Hybrid working

Private healthcare

Life assurance

Pension plan

Volunteering leave

CSR programme

Job summary

Deutsche Bank AG is seeking a ServiceNow User Experience Lead to shape and govern the UX strategy for the global PlatformNow ecosystem. You will collaborate with product, engineering, and OCM teams to ensure intuitive, accessible, and high-quality experiences across portals and workflows.

The role emphasizes leading governance forums, setting platform UX standards, and driving complex initiatives with broad impact, while aligning with enterprise UX principles and governance.

Qualifications

• Experience with the ServiceNow platform and a track record of influencing or leading UX outcomes.
• Strong knowledge of UX principles, methodologies, and ServiceNow best practices.
• Good understanding of ITSM, ITOM, ITAM, CMDB and Service Request modules.
• Working knowledge of platform configuration, including flows, business rules, client scripts, and UI policies.
• Familiarity with incident, problem, change, and request management processes.
• Excellent communication and stakeholder management skills.

Responsibilities

• Define and lead the UX strategy, standards, and experience principles for the ServiceNow platform.
• Act as the ServiceNow UX authority in governance forums, driving high-quality and consistent user experiences.
• Establish and lead ServiceNow UX governance, including participation in design authority forums, and ensure user needs are embedded throughout solution intake, design, and delivery.
• Partner with Product Owners, Business Analysts, Architects, Developers, and Enterprise UX/OCM teams to shape UX decisions across portals, workspaces, and workflows.
• Review and guide UX designs and implementations to meet usability and accessibility standards.
• Lead complex, cross-functional initiatives with a high degree of autonomy, influencing platform standards and outcomes.

Skills

ServiceNow UX

UX principles

ITSM

ITOM

ITAM

CMDB

Service Request

Platform configuration

Flows

Business rules

Client scripts

UI policies

Incident mgmt

Problem mgmt

Change mgmt

Stakeholder mgmt

Communication

Job description

Job Description: Job Title ServiceNow User Experience Lead Location Birmingham Corporate Title Vice President

You will join Deutsche Bank as a User Experience (UX) Lead within the global PlatformNow team, supporting a mission-critical ServiceNow platform used across the organisation. In this role, you will help shape a stable, reliable, and high-quality user experience across the platform, working closely with engineering, operations, and business teams in a regulated environment. You will ensure ServiceNow solutions are intuitive, consistent, accessible, and aligned with business outcomes, platform governance, and enterprise UX principles. This is an opportunity to make a meaningful impact, bring forward ideas, and contribute to the strategic direction of the platform as part of a supportive and inclusive team.

What we’ll offer you A healthy, engaged and well-supported workforce are better equipped to do their best work and, more importantly, enjoy their lives inside and outside the workplace. That’s why we are committed to providing an environment with your development and wellbeing at its centre. You can expect:

• Hybrid Working - we understand that employee expectations and preferences are changing. We have implemented a model that enables eligible employees to work remotely for a part of their working time and reach a working pattern that works for them
• Competitive salary and non-contributory pension
• 30 days' holiday plus bank holidays, with the option to purchase additional days
• Life Assurance and Private Healthcare for you and your family
• A range of flexible benefits including Retail Discounts, a Bike4Work scheme and Gym benefits
• The opportunity to support a wide ranging CSR programme + 2 days' volunteering leave per year

Your Key Responsibilities

• Define and lead the UX strategy, standards, and experience principles for the ServiceNow platform
• Act as the ServiceNow UX authority in governance forums, driving high-quality and consistent user experiences
• Establish and lead ServiceNow UX governance, including participation in design authority forums, and ensure user needs are understood and embedded throughout solution intake, design, and delivery
• Partner with Product Owners, Business Analysts, Architects, Developers, and Enterprise UX and Organisational Change Management (OCM) teams to shape UX decisions across portals, workspaces, and workflows
• Review and guide UX designs and implementations to ensure they meet standards for usability and accessibility
• Lead complex, cross-functional initiatives with a high degree of autonomy, influencing platform standards and outcomes

Your Skills and Experience

• Experience with the ServiceNow platform, including a track record of influencing or leading UX outcomes
• Strong knowledge of UX principles, methodologies, and ServiceNow best practices
• Good understanding of core modules such as ITSM, ITOM, ITAM, CMDB, and Service Request
• Working knowledge of platform configuration, including flows, business rules, client scripts, and UI policies
• Familiarity with incident, problem, change, and request management processes
• Strong communication and stakeholder management skills

How we'll support you Training and development to help you excel in your career Flexible working to assist you balance your personal priorities Coaching and support from experts in your team A culture of continuous learning to aid progression

We value diversity and as an equal opportunities' employer, we make reasonable adjustments for those with a disability such as the provision of assistive equipment if required (e.g. screen readers, assistive hearing devices, adapted keyboards)

Please note the expected salary for some roles may be below the minimum level requirements to support candidates who require a Skilled Worker visa to work in the UK. Should you already have a Skilled Worker visa and are identified for a role, we can discuss and support you with the process

About us Deutsche Bank is the leading German bank with strong European roots and a global network.

Click here to see what we do.

Deutsche Bank in the UK is proud to be named in The Times Top 50 Employers for Gender Equality and has been awarded a Gold Award from Stonewall and named in their Top 100 Employers.

If you have a disability, health condition, or require any adjustments during the application process, we encourage you to contact our Adjustments Concierge on [e-mail] to discuss.

We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively. Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group. We welcome applications from all people and promote a positive, fair and inclusive work environment. For over 150 years, our dedication to being the Global Hausbank for our clients has been driven by our people - in around 60 countries and across more than 150 nationalities.

Their deep understanding, insights, expertise, and passion help our clients navigate an increasingly complex world - be it in our Corporate Bank, our Private Bank, our Investment Bank or our Asset Management (DWS) division. Together we can make a great impact for our clients at home and abroad, securing their lasting success and financial security.