ServiceNow User Experience Lead

Job Title Service Now User Experience Lead

Location Birmingham

Corporate Title Vice President

You will join Deutsche Bank as a User Experience (UX) Lead within the global Platform Now team, supporting a mission-critical Service Now platform used across the organisation. In this role, you will help shape a stable, reliable, and high-quality user experience across the platform, working closely with engineering, operations, and business teams in a regulated environment. You will ensure Service Now solutions are intuitive, consistent, accessible, and aligned with business outcomes, platform governance, and enterprise UX principles.

This is an opportunity to make a meaningful impact, bring forward ideas, and contribute to the strategic direction of the platform as part of a supportive and inclusive team.

A healthy, engaged and well-supported workforce are better equipped to do their best work and, more importantly, enjoy their lives inside and outside the workplace. That’s why we are committed to providing an environment with your development and wellbeing at its centre.

You can expect:

• Hybrid Working - we understand that employee expectations and preferences are changing. We have implemented a model that enables eligible employees to work remotely for a part of their working time and reach a working pattern that works for them
• Competitive salary and non-contributory pension
• 30 days’ holiday plus bank holidays, with the option to purchase additional days
• Life Assurance and Private Healthcare for you and your family
• A range of flexible benefits including Retail Discounts, a Bike4
  
  Work scheme and Gym benefits
• The opportunity to support a wide ranging CSR programme + 2 days’ volunteering leave per year

• Define and lead the UX strategy, standards, and experience principles for the Service Now platform
• Act as the Service Now UX authority in governance forums, driving high-quality and consistent user experiences
• Establish and lead Service Now UX governance, including participation in design authority forums, and ensure user needs are understood and embedded throughout solution intake, design, and delivery
• Partner with Product Owners, Business Analysts, Architects, Developers, and Enterprise UX and Organisational Change Management (OCM) teams to shape UX decisions across portals, work spaces, and workflows
• Review and guide UX designs and implementations to ensure they meet standards for usability and accessibility
• Lead complex, cross-functional initiatives with a high degree of autonomy, influencing platform standards and outcomes

• Experience with the Service Now platform, including a track record of influencing or leading UX outcomes
• Strong knowledge of UX principles, methodologies, and Service Now best practices
• Good understanding of core modules such as ITSM, ITOM, ITAM, CMDB, and Service Request
• Working knowledge of platform configuration, including flows, business rules, client scripts, and UI policies
• Familiarity with incident, problem, change, and request management processes
• Strong communication and stakeholder management skills

• Training and development to help you excel in your career

• Flexible working to assist you balance your personal priorities

• Coaching and support from experts in your team

• A culture of continuous learning to aid progression

• We value diversity and as an equal opportunities' employer, we make reasonable adjustments for those with a disability such as the provision of assistive equipment if required (e.g. screen readers, assistive hearing devices, adapted keyboards)

Please note the expected salary for some roles may be below the minimum level requirements to support candidates who require a…