Description

You will bridge business stakeholders and IT to ensure Salesforce projects are user-centric and technically feasible, leveraging Human-Centered Design (HCD) methodologies.

This role is on-site.

Responsibilities

• Lead experience benchmarking and usability testing to validate ServiceNow and Salesforce solutions against user needs.
• Conduct qualitative and quantitative research, including user and channel behavior analysis, to gather actionable insights.
• Develop personas, journey maps, storyboards, and concepts to visualize design ideas and address root cause challenges.
• Facilitate design thinking workshops and co-creation sessions with stakeholders to inform experience blueprinting and value modeling.
• Synthesize research findings and present recommendations to business and IT partners to enhance solution impact.

Required Skills

• 5+ years of experience in Human-Centered Design (HCD) applied to ServiceNow projects.
• Strong expertise in HCD methodologies: design thinking, experience blueprinting, and insight synthesis.
• Hands-on proficiency with Figma for creating prototypes and visualizing designs.
• Deep familiarity with ServiceNow functionalities, workflows, and UX best practices.
• Proven ability to conduct usability testing and use research methods to validate designs.
• Experience collaborating with cross-functional teams, including business stakeholders and IT engineers.
• Bachelor’s degree in any discipline.

Key Skills

Education

Any Gradute