Job Description & How to Apply Below
- Job Description
Pay Rate - T4 - $42 | INC - $55
Role
Summary:
The UX Strategist defines and drives the user experience strategy for migrating a legacy Service Now portal to Employee Center. This role focuses on research, information architecture, and aligning business goals with user needs to create a roadmap for a modern, intuitive experience.
Primary Objectives
" Establish a clear UX vision and roadmap aligned with business goals and Service Now best practices.
" Ensure navigation and content structure supports intuitive employee experiences.
" Provide actionable insights from research to guide design and development.
" Facilitate stakeholder alignment and prioritize features for phased delivery.
" Define measurable success criteria for adoption and usability.
Key Responsibilities
" Conduct stakeholder interviews, user research, and analyze current portal usage.
" Develop personas, journey maps, and service blueprints.
" Define information architecture, taxonomy, and navigation for Employee Center.
" Facilitate workshops (design thinking, prioritization, IA validation).
" Create UX roadmap with phases, dependencies, and measurable outcomes.
" Establish success metrics and adoption KPIs.
" Collaborate with UX/UI Lead, UI Designer, and Business Analyst to ensure alignment.
Required Skills & Experience
" 6 10 years in UX strategy, service design, or enterprise UX.
" Strong research and synthesis skills (qualitative and quantitative).
"
Experience with information architecture and navigation design.
" Familiarity with Service Now or similar enterprise workflow systems.
" Excellent communication and facilitation skills for workshops and stakeholder engagement.
Tools
" Miro or Fig Jam for workshops and mapping.
" Figma for concepting.
" Analytics tools (Google Analytics, Service Now search analytics).
" Jira/Confluence for documentation and backlog alignment.
Nice to Have
"
Experience with Service Now Employee Center and topic taxonomy.
" Knowledge of HRSD or ITSM service structures.
" Exposure to content governance and adoption frameworks.
Education
" Bachelor s degree in Human-Computer Interaction (HCI), Information Science, Psychology, or related field. Equivalent experience considered.
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