Senior Experience Architect

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. 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. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Senior Experience Architect – Partner Design Studio, ServiceNow

Job Description

The ServiceNow Partner Design Studio is looking for a Senior Experience Architect with a passion for innovation, co-creation, and cutting-edge design practices. This is a unique opportunity to champion human-centered design in partner-branded solutions using an AI-first approach—where AI is embedded into every step of design and solutioning.

The ServiceNow Partner Design Studio is an elite team who collaborate with the most innovative technology partners in the world to design and deliver AI-native solutions on the ServiceNow Platform. Working at the intersection of creativity and technology, the team helps partners turn ideas into scalable, human-centered experiences that redefine how work gets done. If you're excited about transforming industries with AI-powered solutions and shaping how people experience the future of work, this could be the role for you.

What You'll Do

As a Senior Experience Architect within ServiceNow's Partner Design Studio, you'll help partners design, differentiate, and deliver human-centered, AI-powered experiences on the Now Platform. You'll bridge strategy, design, and technology to translate complex business goals into intuitive solutions that create measurable value for customers and partners alike.

Key Responsibilities

AI-First Experience Design Lead with an AI-first mindset by using generative and predictive tools to accelerate discovery, ideation, and prototyping across partner engagements.

Experience Strategy & Co-Creation Guide partners through the end-to-end design journey, from insight to activation, framing opportunities, mapping value, and shaping differentiated experience strategies on the Now Platform.

Human-Centered Workshops Facilitate collaborative sessions that merge design thinking, service design, and AI-enabled research to uncover pain points, reimagine workflows, and test new experiences.

Platform Storytelling Translate insights into clear narratives and visual frameworks that articulate the "why," "what," and "how" of an experience to bridge user value with platform capability.

Business Alignment & Outcome Design Support partners in defining go-to-market strategies, user goals, and measurable outcomes by connecting UX to AI-enhanced capabilities.

Partner Enablement & Advocacy Coach partners on applying ServiceNow Design Thinking and AI best practices; empower them to design with empathy and scale with confidence.

Cross-Functional Collaboration Work side-by-side with ServiceNow Solution Consultants, Solution Architects, and Engineers to craft future-ready partner experiences.

To be successful in this role you have: 

• 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.

• What Makes You a Strong Fit

  · 7+ years in UX strategy, service design, or experience architecture for enterprise software or consulting environments.

  · Proven experience facilitating design workshops and translating research into actionable product or service strategies.

  · Strong grasp of AI and automation trends, and how they shape modern experience ecosystems.

  · Deep understanding of SaaS, PaaS, and platform thinking, ideally within the ServiceNow ecosystem.

  · Exceptional communication skills with proven track record of influencing at the CxO level and inspiring cross-functional teams.

  · Portfolio demonstrating strategic UX thinking, storytelling, and measurable business impact.

  · Industry exposure to Financial Services, Healthcare, Manufacturing, or Public Sector is a plus.

  Preferred & Standout Experience

  · AI & Automation Fluency: Hands-on use of generative AI or predictive tools in research, concepting, or prototyping.

  · Design Thinking Leadership: Certification or demonstrated experience applying Design Thinking best practices in co-creation contexts.

  · ServiceNow Experience: Familiarity with or certification in the Now Platform (CSA, App Dev, UX Designer).

  · Service Blueprinting & Journey Mapping: Advanced ability to visualize and communicate complex service ecosystems.

  · Go-to-Market Experience: Partnered on experience-led solution launches or innovation initiatives.

  · Competitive Platforms: Awareness of alternate cloud or experience platforms and their design approaches.

TR21

For positions in this location, we offer a base pay of $131,925 - $217,725, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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