Platform Architect at Remote

Experience Architect, Digital Customer Journeys

Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. The Role

You will lead and evolve enterprise customer experience initiatives, transforming the end-to-end ServiceNow customer experience. You will be responsible for designing and maintaining service blueprints that map the full customer journey, shaping customer success offerings through human-centered service design, and facilitating conversations that align teams around the needs and expectations of our customers. Key Responsibilities

• Partner with cross-functional teams to develop, document, and maintain service blueprints that visualize customer touchpoints, frontstage and backstage processes, and support systems across the customer lifecycle.
• Collaborate with strategy, product management, engineering, and business stakeholders to translate the blueprint into activation strategies and plans that span digital and human touchpoints across the end-to-end ServiceNow customer experience.
• Lead the design of differentiated success experiences for ServiceNow Customers and Teams by intentionally designing the service aspect of our Customer Success offering. Requirements
• 5+ years of experience in UX architecture, service design, customer experience, or a related field.
• Deep understanding of user experience and service design principles and systems thinking, information architecture, and visual communication.
• Proficient in tools such as Miro, Figma, Lucidchart, Adobe XD, or equivalent.