Sr. Staff Design Strategist, Customer Enablement

Team & 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 ServiceNow, design has an intentional seat at the table, and we partner with engineering and product management from the outset.  ServiceNow’s customers and partners are at the forefront of delivering great experiences for their users, and we’re looking for a UX expert to help facilitate and enable their success. Internally, we have resources, guidance and best practices that help our designers, product managers and engineers deliver great experiences, but enabling external folks takes more than just making resources available.  It requires a proactive, strategic, and relationship-based approach.  This is where you come in! We are looking for a Customer and Partner Experience Enablement Lead to own the strategy and drive the execution of this program.  This includes working with design teams/leadership and our partner enablement, sales enablement, customer success and other teams across ServiceNow.  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 ServiceNow succeed by vastly improving implementation experience outcomes.    What you get to do in this role  • Own the strategy and execution for external (customer, partner, implementer) experience enablement.  • Work cross-functionally with teams across ServiceNow to identify/aggregate/build/publish content and influence priorities for experience enablement.  • Evangelize and publicize enablement content externally through social media, events, and our online communities.  • Partner with the Design Enablement team to align internal and external programs, roadmap, and resources.  • Build relationships with our external partners to drive and effect change that results in a strong UX focus for their ServiceNow implementations.  • Build and lead relationships with customer teams (admins, developers, execs, designers, etc) to help them deliver great user experiences with their ServiceNow investments.  • Serve as a customer liaison to the ServiceNow product design team.  • Take a leadership role (with the Design Enablement team) in planning and executing the design team’s presence at Knowledge (our annual user conference) and other customer events.  • Build internal relationships and influence cross-functional teams in sales+partner enablement to drive UX-focus in process, strategy, operations and practice.  • Lead operations for a Forward-Deployed User Experience (FDUX) program; coordinating designers/customers/partners/account teams on high-profile/priority customer engagements to deliver excellent UX implementations.  Preferred Qualifications: • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry • 8+ years of experience in UX roles (product design/user research), with a strong focus in scalable enterprise platforms.  • 5+ years implementing an enterprise workflow platform with a human-centric approach.  • 2+ years direct experience implementing the ServiceNow AI Platform.  • Strong writing, facilitation, teaching, and communication skills at all levels: from C-suite to developers/admins to users.  • Strong experience in managing high pressure situations requiring diplomacy.  • Expert-level understanding of UX/HCI methodol