Job Description

As a skilled Experience Designer supporting the evolution of client’s customer service capabilities, the service provider will play a key role in designing intuitive and service-oriented digital experiences within the ServiceNow Customer Service Management (CSM) module. This role focuses on improving how customers and internal teams interact with service workflows, ensuring that experiences are efficient, accessible, and aligned with business goals.

The service provider will lead the design of streamlined service experiences that enhance users’ ability to access support, resolve issues, and engage with services in a way that fosters satisfaction and operational effectiveness. Leveraging primarily out-of-the-box functionality within ServiceNow, the ideal candidate will be a well-rounded designer with strong expertise in service and user experience design, user research and testing, and UX writing – bringing a sharp focus on creating purposeful, user-friendly, and scalable experiences.

This role is part of client’s Credit Insurance Underwriting modernization initiative, focused on transforming workflows for front-line teams including Regional Policy Coordinators, Broker Team, Underwriting Operations, Small Medium Pooled, and Large Segment Pooled account teams. The designer’s work will have direct impact customer experience, satisfaction, service level agreements and adherence, and operational efficiency.

Primary Responsibilities

· Design and Implementation: Lead the design of user-centered experiences within the ServiceNow Customer Service Management (CSM) module, ensuring service workflows meet business needs and are technically feasible within platform constraints.

· User Research: Conduct user research to understand the needs, pain points, and service expectations of internal teams and external customers. Use insights to inform design decisions and service improvements.

· Requirements Gathering: Collaborate with Product Owners and Business Analysts to capture and articulate user needs through features, user stories, and acceptance criteria. Support workshop design and facilitation to gather requirements and identify measurable UX and service interaction improvements.

· Prototyping and Testing: Develop wireframes, prototypes, and mock-ups. Conduct usability testing to validate and refine designs based on user feedback and service performance.

· UX Writing: Create clear, concise, and intuitive UX content using plain language. Ensure content is structured and labeled to support user understanding and aligned with ServiceNow capabilities.

· Inclusive Design: Ensure all designs meet accessibility standards (WCAG 2.2) and comply with the Accessible Canada Act. Collaborate with accessibility SMEs to proactively address inclusive design needs.

· User Flows: Optimize user flows across the ServiceNow CSM module to improve efficiency, reduce friction, and enhance the overall customer, partner, and employee experience.

· Collaboration: Work closely with cross-functional teams including product owners, developers, business analysts, and service delivery teams to ensure design alignment with business goals and technical feasibility.

· Security & Privacy Considerations: The designer must be aware of data privacy and security best practices and collaborate with compliance teams to ensure all designs meet CLIENT’s standards.

· Design Systems: Apply ServiceNow’s Horizon design system to create consistent, intuitive, and visually appealing interfaces. Ensure alignment with any custom design systems in use across the organization and work collaboratively with other designs in the ServiceNow ecosystem to ensure consistency across the experiences.

· Design Excellence: Partner with other UX and service design practitioners to uphold high standards of design quality and consistency. Stay current with best practices in UX/UI design, ServiceNow platform capabilities, and accessibility.

· Agility: Work within agile teams using Scrum or Kanban methodologies. Take ownership of deliverables, estimate effort, and maintain visibility in agile work management tools such as Azure DevOps (ADO) or Planview.

Specific Project Requirements

· Design must align with ServiceNow platform constraints and leverage out-of-the-box capabilities.

· Deliverables must support CIU’s operational goals including SLA adherence and workflow efficiency.

· UX must be optimized for customer, partner, and employee interactions.

· Designer must collaborate with client’s automation teams to ensure compatibility with existing RPA bots.

Expected deliverables include:

· User research summary

· Journey maps and personas

· Wireframes and prototypes

· Accessibility compliance documentation

· Usability testing results

Requirements

Top Skills Required:

· Experience: Proven experience as a senior UX and/or Service Designer, preferably within the ServiceNow platform and Customer Service Management module or demonstrated capabilities to learn new technology capabilities. Experience in UX writing and UX research is considered an asset.

· ServiceNow: Familiarity with ServiceNow Horizon design system and deep understanding of building intuitive experiences using ServiceNow.

· Skills: Strong skills in user experience design and service design, research, usability testing, UX writing, and prototyping tools (e.g., Figma, Adobe XD, Dovetail, Miro, Mural).

Other Skills Required:

· Empathy: Strong ability to build rapport with users and quickly gain a deep understanding of their needs and jobs to be done.

· Accessibility: Strong understanding of inclusive design practices, WCAG 2.2 guidelines and the Accessible Canada Act.

· Communication: Excellent communication skills, with the ability to present and explain design concepts to both technical and non-technical stakeholders.

· Team Player: Ability to collaborate effectively within cross-functional teams, be proactive and build strong alignment across various teams and a diverse set of stakeholders. Experience with agile ways of working and matrixed environments would be considered an asset.

· Stakeholder Management: Ability to manage a diverse set of stakeholders across a matrixed organization, ensuring organized workshops that drive alignment and user-centric decision-making.

Assets:

• Certification in experience design such as Accredited Service Design Professional - Service Design Network (SDN), NN/g UX Certification – Nielsen Norman Group

• Certification in ServiceNow such as Certified Application Specialist – Customer Service Management (CSM) or ServiceNow Certified System Administrator

• Bilingual in both English and French