Senior Design Strategist, Customer Enablement - Remote

Servicenow; Santa Clara (CA); Remote; USD 191,000 - 334,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Sr. Staff Design Strategist for Customer Enablement to lead UX and service design enablement for implementers. This IC role sets strategy, aligns teams, and improves adoption and time-to-value by teaching UX methods to non-design audiences across customer and partner ecosystems.

You will influence content, events, and pedagogy to scale impact. The role emphasizes educating engineers, administrators, consultants, or product managers, with strong emphasis on communication,

Qualifications

• 8+ years of UX experience in design or user research for scalable enterprise platforms.
• 2+ years direct experience implementing the ServiceNow AI Platform.
• Experience teaching UX methods to people without design backgrounds.
• Strong writing, facilitation, teaching, and communication skills.
• Experience in managing high pressure situations requiring diplomacy.
• Strong program management and operational leadership skills.
• Demonstrated success in organizational change management (OCM).
• Has worked in consulting, professional services, or on the partner side of implementation.
• Has designed tiered engagement models or enablement curricula used at scale.

Responsibilities

• Design and deliver enablement that teaches UX and service design to implementers, adapted for people without design backgrounds.
• Own the content strategy and get enablement into the hands of implementers via events, social media, and the ServiceNow Community.
• Work cross-functionally with teams across ServiceNow to develop content and identify evolving UX enablement needs.
• Partner with the Design Enablement team to align internal and external programs, roadmap, and resources so that all stakeholders benefit from enablement efforts.
• Build relationships with ServiceNow’s implementation partners to drive and effect change that results in a strong UX focus for their ServiceNow implementation models.
• Establish relationships with customers’ ServiceNow teams to identify enablement needs focused on delivering great user experiences on ServiceNow.
• Serve as a customer liaison to the ServiceNow product design team.
• Take a leadership role in planning and executing the Experience Organization’s presence at Knowledge and other customer/partner events.
• Shape how sales and partner enablement teams build UX focus into their messaging and curriculum.

Skills

UX experience

Content strategy

AI integration experience

Cross-functional collaboration

Communication skills

Diplomacy in high-pressure situations

Program management

Organizational change management

Consulting/implementation experience

Enablement curricula design

Tools

ServiceNow AI Platform

Job description

ServiceNow is seeking a Sr. Staff Design Strategist for Customer Enablement to lead UX and service design enablement for implementers. This IC role sets strategy, aligns teams, and improves adoption and time-to-value by teaching UX methods to non-design audiences across customer and partner ecosystems.

You will influence content, events, and pedagogy to scale impact. The role emphasizes educating engineers, administrators, consultants, or product managers, with strong emphasis on communication,