Salary: £138,000 - 149,600 per year Requirements: Strong experience working with ServiceNow ITSM (in design, product ownership, consultancy, or leadership roles) Deep understanding of ITSM processes (ITIL-aligned) and user interactions Proven experience in customer experience design, service design, or UX within IT environments Ability to translate customer needs into practical platform solutions Strong stakeholder management skills up to senior leadership level Experience working in Agile/product-based delivery models Pragmatic, can-do, hands-on style Desirable: Hands-on experience with Employee Centre, Virtual Agent, Knowledge Management, Flow Designer, or Now Assist Familiarity with Human-Centered Design, Design Thinking, or Service Design methodologies Background in large enterprise or complex multi-supplier environments Experience defining or improving employee experience (EX) within IT services Responsibilities: Own and define the ITSM customer experience vision across various IT services Design, document, and optimise end-to-end service journeys using user-centred and design-thinking principles Ensure consistent user experience across various ITSM touchpoints Champion accessibility, usability, and simplicity across all ITSM interactions Translate UX and business requirements into ServiceNow ITSM designs, stories, and configuration standards Work with ServiceNow architects and developers to align solutions with best practices Influence roadmap decisions for ITSM-related services Govern UX standards, templates, and patterns across the platform Act as the primary UX advocate for ITSM with senior stakeholders Run workshops, journey mapping sessions, and user research activities Collaborate with Service Owners, Product Owners, and Service Providers to embed customer experience into service design Support change management, communications, and adoption activities Schedule programs to raise awareness and build understanding leading up to transition Undertake Training Needs Analysis to create UX design strategies and plans Develop and deliver end-user experiences to facilitate knowledge transfer Create a library of end-user materials such as guides and training recordings Define and own UX metrics to measure performance and identify improvement opportunities Drive a continuous improvement backlog focused on user experience Establish UX governance for service design and release activities Mentor and coach teams on customer-centric service design Technologies: Flow Support ITIL ITSM ServiceNow UX UI Design AI Embedded Mobile More: We are looking for a ServiceNow Customer Experience (UX) Lead - ITSM for a six-month contract based in Stevenage, Hertfordshire. This role focuses on shaping and continuously improving the end-to-end customer experience in our IT Service Management services delivered via ServiceNow. Our mission is to embed a customer-first mindset into IT services, driving satisfaction and measurable business value. Our team embraces innovation and values the human aspect of technology, ensuring a positive working culture in a digital landscape. last updated 18 week of 2026