Service Experience Manager (Global Process Owner)

If you have the expertise to define and orchestrate a global Service Experience strategy and you are eager to champion a “human + machine” journey leveraging GenAI and analytics within a world-class GBS environment - APPLY!

• 5+ years in Service Design, UX, or Customer Experience leadership within GBS/Central services experience
• 5+ years leading design or experience teams in cross-functional or matrixed organisations
• Proven experience in acting as a Knowledge Manager with ServiceNow
• Proven ability to lead large-scale service design programs and deliver measurable improvements in user experience
• Ability to articulate insights, empathy maps, and experience journeys to senior stakeholders
• Experience using analytics and sentiment tools (e.g., Qualtrics, ServiceNow Experience Analytics)
• Exposure to AI-driven experience tools such as virtual agents, chatbots, or GenAI content design
• ITIL v4, Agile, or Design Thinking certifications are desirable

• Define and execute the global Service Experience strategy for new GBS, ensuring alignment with business goals and the ServiceNow platform roadmap
• Establish design principles, experience standards, and measurement frameworks (NPS, adoption metrics, XLAs)
• Translate voice-of-employee and customer insights into service design priorities
• Implement experience analytics across ServiceNow portal, chatbot and workflows to measure satisfaction, sentiment, friction and user effort
• Integrate qualitative and quantitative feedback into continuous improvement cycles
• Partner with the Service Performance Lead to align experience data with performance and value metrics
• Lead adoption programs for newly deployed products, digital services and process re-designs
• Collaborate with the Digital Adoption & Training Manager to deliver in-product guidance, enablement, and learning content
• Oversee the Service Experience Design community including designers, content specialists, and researchers
• Maintain a consistent design system, content standards, and brand alignment across all GBS solutions
• Partner with the ServiceNow Product Owners to ensure design and experience are embedded in all platform enhancements
• Facilitate design sprints and workshops to co-create solutions with business stakeholders and end users

Employment agency entry number 47

this job offer is intended for people over 18 years of age