Sr. Design Strategist, Customer Enablement

• Full-time
• Employee Type:
  Regular
• Region: AMS - North America and Canada
• Work Persona:
  Flexible or Remote

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We’re building an AI-native culture where technology and talent are unstoppable together. And we’re just getting started.

Join us to put AI to work for people.

Team and Role

This role is part of our Product Design team, which turns a deep understanding of our users and customers into product experiences they love. Our designers bring expertise across design systems, visual design, interaction design, content design, and product design. At Service Now, design has an intentional seat at the table, and we partner with engineering and product management from the outset.

The Customer and Partner Experience Enablement Lead owns the strategy and execution of how Service Now’s implementers at customers or partners who are not UX professionals, learn to design great user experiences on the platform. The goal is faster customer adoption, faster time to value, and stronger satisfaction with what gets built. This role teaches UX and service design methods to people who aren’t UX practitioners and helps them see Service Now as a system of capabilities they can compose into solutions people want to use.

This is an IC role with direct influence—no direct reports, but a clear mandate to set the strategy, align teams, drive organizational change, and ultimately help our customers, partners and Service Now succeed by vastly improving implementation experience outcomes.

What you get to do in this role

• Design and deliver enablement that teaches UX and service design to implementers, adapted for people without design backgrounds.
• Own the content strategy and get enablement into the hands of implementers via events, social media, and the Service Now Community.
• Work cross-functionally with teams across Service Now to develop content and identify evolving UX enablement needs.
• Partner with the Design Enablement team to align internal and external programs, roadmap, and resources so that all stakeholders benefit from enablement efforts.
• Build relationships with Service Now’s implementation partners to drive and effect change that results in a strong UX focus for their Service Now implementation models.
• Establish relationships with customers’ Service Now teams to identify enablement needs focused on delivering great user experiences on Service Now.
• Serve as a customer liaison to the Service Now product design team.
• Take a leadership role (with the Design Enablement team) in planning and executing the Experience Organization’s presence at Knowledge (our annual user conference) and other customer/partner events.
• Shape how sales and partner enablement teams build UX focus into their messaging and curriculum.

Preferred Qualifications
:

• 8+ years of UX experience in design or user research roles, with a focus on scalable enterprise platforms. 5+ years implementing an enterprise workflow platform with a human-centric approach.
• 2+ years direct experience implementing the Service Now AI Platform.
• Experience leveraging or critically evaluating how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven…