Job Description About Expert Services & CRM Practice 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. The Role Principal BPCs in CRM are strategic advisors who lead end-to-end CRM process re-engineering and ensure successful delivery of complex CRM engagements. They influence senior stakeholders, align business processes with CRM solutions, and drive measurable outcomes across customer experience workflows. Key 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.