Senior UX/UI Designer; ServiceNow
Canada
Listed on 2026-01-02
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IT/Tech
Digital Media / Production, UI/UX Design, Product Designer, IT Consultant
Who We Are
Welcome to — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of , one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across eight core service areas:
Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.
From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.
The Opportunity
We are seeking a highly skilled and experienced Senior UI/UX Designer to lead the design of a transformative Service Now implementation. This role is central to our client-collaborative project focused on re-architecting their ITSM and CMDB capabilities into a standardized, simplified, and adaptive system.
The ideal candidate will be passionate about translating complex processes and user needs into intuitive, efficient, and engaging user experiences. You will be responsible for driving the design vision from initial strategy and workshops through to final delivery and hypercare, ensuring the solution not only meets functional requirements but also delivers an excellent customer and associate experience. Your work will be critical in shaping an AI-driven, modern service management ecosystem built on the Service Now platform and aligned with the Common Service Data Model (CSDM) framework.
Location & Flexibility
Our Senior UX/UI Designer will be an integral part of our Service Now team at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices:
Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity from within the U.S or Canada.
Responsibilities
Drive the end-to-end design process for key components of the TELUS Service Now platform, including the Self-Service Portal, Agent Workspaces (CSM/ITSM), Virtual Agent, and NOW Mobile application.
Design and build exceptional user experiences using Service Now's Next Experience UI and App Engine Studio.
Work closely with Business Analysts and stakeholders to translate complex requirements from modules like Telecommunications Service Management (TSM), Customer Service Management (CSM), IT Service Management (ITSM), and Field Service Management (FSM) into simple, elegant, and effective design solutions.
Conduct user research, create user personas, map customer journeys, and facilitate design thinking workshops to deeply understand user needs and pain points within the TELUS environment.
Develop wireframes, mockups, interactive prototypes, and design specifications for development teams, ensuring alignment with the CSDM data model and overall solution architecture.
Design interfaces that are WCAG compliant and cater to a bilingual user base, specifically English and Canadian French, as per project requirements.
Participate actively in Agile ceremonies, including continuous "Show & Tell" sessions, to present design concepts, gather feedback, and iterate rapidly in collaboration with developers, architects, and TELUS business owners.
Contribute to and maintain a consistent design system and UI component library to ensure a cohesive look and feel across the entire platform.
Qualifications
Experience:
5+ years of UI/UX design experience, with a proven portfolio of…
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