Senior UX Design Strategist

Company Description 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.

Job Description The Team The Technical Solutions Go-to-Market team reimagines and accelerates AI-native innovation through a human-centered design and data-driven strategy. We are a specialized pre-sales team of Service Design Strategists, Solution Architects, AI Architects, and Data Architects who partner with Marquee and strategic customers during pre-sales motion to co-create solutions to their most pressing business challenges, and to drive AI NNACV for Service Now.

Through our rapid, lean process, we integrate deep customer empathy, with technical possibility, with business outcomes—delivering production adjacent solutions and progressing Service Now AI product adoption.

Design Strategist The strategist combines product knowledge with deep customer understanding and design thinking to translate fragmented business challenges into cohesive AI-native solutions. Through human and data discovery, they uncover real opportunities and define in close collaboration with the AI and Solution Architects how the platform solves them in the customer's own language. They orchestrate stakeholder alignment around a shared vision grounded in customer insights, building trust and clarity at every level.

This role has natural synergies with teams outside their own, eg. Inspire Value (business value team), Marquee (top accounts), Account Execs, and Product Design.

The Role
You thrive at the intersection of human needs and AI-driven business impact. You're a self-motivated leader and hands-on maker who excels in ambiguous, highly collaborative environments - synthesizing diverse perspectives across client, sales, and product to drive clarity and alignment.

What You'll Do:

Align engagement to impact:
Partner with Leadership, Value team, Account and AI, Data and Solution Architects to connect customer engagements directly to business objectives and revenue opportunities

Facilitate discovery & design:
Plan and co-deliver design thinking workshops with customers (end-users through C-suite) and account teams, uncovering current-state realities

Synthesize and co-create:
Lead research activities with the team, then translate insights into collaborative future-state solutions with customers and internal stakeholders

Translate to experience:
Transform co-created narratives into tangible experiences that can be sold and implemented driving accelerated time to value for the customer

Communicate across audiences:
Articulate concepts clearly to both technical and non-technical stakeholders, with skill in translating complex ideas for executive visibility

Build the narrative:
Create and publish engagement stories and artifacts that amplify customer wins and inform product strategy

Qualifications

To be successful in this role, we need someone who has:8+ years of Service Design experience with the ability to envision and inspire holistic customer-centric solutions5+ years of Service Now platform experience

Experience in Solution Sales Comfort and ease in customer-facing meetings (pitching and planning sessions) and workshops (facilitating)
Experience in…