Contract role - Stevenage in Hertfordshire - Start 5th of May (or within one week) - Inside IR35
Rate - £600 per day or as close to this - Paid via an umbrella - Three days per week in Stevenage
About the Role
The ServiceNow Customer Experience (CX) Lead – ITSM is responsible for shaping, governing, and continuously improving the end‑to‑end customer and user experience across IT Service Management services delivered through ServiceNow. The role ensures ITSM processes, journeys and digital touchpoints are designed around user needs, driving adoption, satisfaction, and measurable business value. This role acts as the bridge between ITSM process owners, ServiceNow platform teams, service providers, and the business, embedding a “customer-first” mindset into the way IT services are designed, trained, and delivered.
Responsibilities:
* Customer Experience & Journey Design: Own and define the ITSM customer experience vision across Incident, Request, Problem, Change, Knowledge, and Service Catalogue. Design, document, and optimise end‑to‑end service journeys using user‑centered and design‑thinking principles. Ensure consistent user experience across Employee Centre, portals, virtual agents, mobile, and notifications. Champion accessibility, usability, and simplicity across all ITSM touchpoints.
* ServiceNow ITSM Platform Enablement: Translate UX and business requirements into ServiceNow ITSM designs, stories, and configuration standards. Work closely with ServiceNow architects and developers to ensure solutions align with ServiceNow OOTB (out of the box) best practices. Influence roadmap decisions for ITSM, Employee Centre, Knowledge Management, Virtual Agent, and AI-enabled experiences. Govern UX standards, templates, and patterns across the platform.
* Stakeholder & Business Engagement: Act as the primary UX advocate for ITSM with senior IT, HR, and business stakeholders. Run workshops, journey mapping sessions, and user research activities. Collaborate with Service Owners, Product Owners, and Service Providers to embed CX into service design and operations. Support and work closely with change management, communications, and adoption activities.
* Training, Scheduling & Knowledge Transfer: Schedule a programme of activities to Raise Awareness, Build Understanding, Increase Involvement, Create Anticipation through to MSP ITSM Transition and Recognise Effort and Adoption following Go Live throughout Hypercare. Undertake Training Needs Analysis (TNA) through User Insights, ongoing diagnostics, current tooling statistics against To Be desired End User state to create a UX design, user stories, strategy, approach, and plan. Develop and Deliver End User experiences to build anticipation and knowledge transfer towards transition Go Live including show and tells, recordings, workshops, cascaded knowledge transfer, and videos, etc. Create a library of End User materials such as User Guides, recordings, Happy and Unhappy path training materials.
* Measurement, Insights & Continuous Improvement: Define and own UX metrics including CSAT, CES, NPS, adoption, deflection, and experience indicators. Use data, feedback, and ServiceNow Performance Analytics to identify pain points and improvement opportunities. Drive a continuous improvement backlog focused on user experience and value outcomes. Benchmark UX maturity against industry best practice.
* Governance & Ways of Working: Establish UX governance for ITSM service design and release activities. Ensure UX standards are embedded into Agile delivery, testing, and acceptance criteria. Mentor and coach teams on customer‑centric service design.
Experience/Qualifications:
* Essential: Strong experience working with ServiceNow ITSM (in design, product ownership, consultancy, or leadership roles). Deep understanding of ITSM processes (ITIL-aligned) and how users interact with them. 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. A 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.
Required Skills:
* Certifications & Qualifications (Preferred): ServiceNow ITSM Implementation Specialist or equivalent experience
* ITIL v4 (Foundation or above) ServiceNow CSA UX / Service Design / CX certifications (advantageous)