Product Designer

Stefanini Group•Dearborn, MI

20h•Onsite

About The Position

This role is responsible for designing intuitive, engaging, and end-to-end user experiences across vehicles, digital products, and customer touchpoints. The designer applies research, analysis, and design expertise to create seamless interactions that align with user needs, brand values, and industry standards. This position also plays a key role in driving adoption through clear communication, training, and user-centered design within complex systems, specifically focusing on Organizational Change Management (OCM) strategies for various ServiceNow modules and enhancing user experience within ServiceNow Employee Center and Service Portal.

Requirements

Training and enablement
Application training
Technical communication
5-8+ years of experience in UX, service design, or related fields
Proven ability to work on complex systems and cross-functional initiatives
Bachelor's degree required

Nice To Haves

Product design
ServiceNow certifications (e.g., Certified System Administrator or related specializations)
Familiarity with Organizational Change Management (OCM) frameworks
Certification programs or advanced training preferred

Responsibilities

Conduct user research to understand needs, behaviors, and pain points, and translate insights into intuitive design solutions
Map end-to-end user journeys to ensure cohesive and seamless experiences across all touchpoints
Define and design user interactions across interfaces, including touch, voice, gesture, and digital platforms
Develop clear and logical information architecture to support usability and accessibility
Collaborate with translators and localization specialists to ensure consistent global experiences
Analyze the full service ecosystem, including systems, stakeholders, and processes, to design integrated service experiences
Apply accessibility and universal design principles throughout the design process
Plan and execute usability testing and user research to validate and improve design effectiveness
Advocate for user-centered design and maintain a high standard of design quality
Utilize systems thinking and design methodologies to solve complex, cross-functional challenges
Design and execute Organizational Change Management (OCM) strategies for ServiceNow modules, including ITSM (Incident, Change, Problem, Request, Knowledge, CMDB), ITOM, ITAM, and BCM
Partner with development teams to enhance user experience within ServiceNow Employee Center and Service Portal, including embedded guidance and in-tool help content
Translate complex technical updates into clear, user-focused messaging ('what it means for you')
Lead editorial strategy for release notes, knowledge content, and internal communications, ensuring clarity and accuracy
Leverage ServiceNow reporting and dashboards to monitor adoption and identify workflow friction points
Design targeted interventions to improve user adoption, data quality, and process compliance
Develop and deliver training materials, including quick reference guides, video tutorials, and live sessions for stakeholders