Senior UX Design Strategist

ServiceNow•San Diego, CA

1d•Hybrid

About The Position

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

Requirements

8+ years of Service Design experience with the ability to envision and inspire holistic customer-centric solutions
5+ years of ServiceNow platform experience
Experience in Solution Sales
Comfort and ease in customer-facing meetings (pitching and planning sessions) and workshops (facilitating)
Experience in conceptualization, design strategy, UX, and art direction of prototypes
Understanding native mobile, web application, and responsive web design experience
Command of design basics: readability, iconography, color, and spatial relationships
Familiarity with collaboration, design and prototyping tools such as Zoom whiteboard, Figma and Claude
Strong storytelling and communication design skills
Highly collaborative, team player
Comfortable in ambiguity
Experience working with enterprise customers
Experience working with ServiceNow Product, sales, business strategy
Confident, collaborative, and flexible as a member and discipline leader in an interdisciplinary team where teamwork is imperative to drive better customer outcomes.
An endless supply of passion and curiosity

Responsibilities

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