Sr. Staff Design Strategist, Customer Enablement

Team and 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.  The Customer and Partner Experience Enablement Lead owns the strategy and execution of how ServiceNow’s implementers at customers or partners who are not UX professionals, learn to design great user experiences on the platform. The goal is faster customer adoption, faster time to value, and stronger satisfaction with what gets built. This role teaches UX and service design methods to people who aren’t UX practitioners and helps them see ServiceNow as a system of capabilities they can compose into solutions people want to use.   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  • Design and deliver enablement that teaches UX and service design to implementers, adapted for people without design backgrounds.  • Own the content strategy and get enablement into the hands of implementers via events, social media, and the ServiceNow Community.  • Work cross-functionally with teams across ServiceNow to develop content and identify evolving UX enablement needs.  • Partner with the Design Enablement team to align internal and external programs, roadmap, and resources so that all stakeholders benefit from enablement efforts.  • Build relationships with ServiceNow’s implementation partners to drive and effect change that results in a strong UX focus for their ServiceNow implementation models.  • Establish relationships with customers’ ServiceNow teams to identify enablement needs focused on delivering great user experiences on ServiceNow.  • 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 Experience Organization’s presence at Knowledge (our annual user conference) and other customer/partner events.  • Shape how sales and partner enablement teams build UX focus into their messaging and curriculum.  Preferred Qualifications :  • 8+ years of UX experience in design or user research roles, with a focus on scalable enterprise platforms. 5+ years implementing an enterprise workflow platform with a human-centric approach.  • 2+ years direct experience implementing the ServiceNow AI Platform.  • Experience leveraging or critically evaluating 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.  • Previous work applying UX and service design methods to complex enterprise platform problems, and can show how that work changed the solution, not only the artifacts.  • Experience teaching UX methods to people without design backgrounds, such as engineers, administrators, consultants, or product managers, and can describe how those learners changed their work. • Strong writing, facilitation, teaching, and communication skills at all levels: from C-suite to developers/admins to users.  • Experience in managing high pressure situations requiring diplomacy.  • Communicates effectively across executive, delivery, and end-user audiences, adapting writing, facilitation, and teaching to each.  • Manages high-