Department OverviewThe Senior Manager, Service Experience & Design Lead is responsible for designing and executing end-to-end service experiences across digital employee touchpoints (e.g., ServiceNow). This role translates enterprise standards into intuitive, consistent, and scalable user experiences
, focused on journey design, channel interactions, and usability.
Working closely with the Service Experience Lead and cross-functional teams, this role ensures service experiences are easy to navigate, seamlessly connected across channels, and continuously improved based on user behavior and feedback. Success is measured by the ability to reduce friction, improve usability, and drive adoption of well-designed self-service and supported experiences
Duties- Deliver a seamless, end-to-end service experience across digital employee touchpoints (e.g., ServiceNow) that is intuitive, consistent, and easy to navigate
- Ensure enterprise service experiences are consistently designed and executed using standardized frameworks, patterns, and design principles
- Define and evolve service journeys and persona-based experiences that reflect how employees actually engage with services
- Improve usability and reduce effort across key service journeys, resulting in simpler, faster, and more intuitive user experiences
- Eliminate friction points across service interactions, driving measurable improvements in journey completion and user experience
- Create a consistent, connected multi-channel experience across portal, chatbot, virtual agent, mobile, and agent-assisted channels
- Enable seamless transitions across channels and support tiers, reducing user confusion, rework, and dropped requests
- Drive increased adoption of self-service experiences through intuitive design that guides users to resolve needs without escalation
- Ensure experience designs effectively leverage automation and AI capabilities, improving resolution speed and reducing dependency on manual support
- Continuously identify and close experience gaps by analyzing user behavior, journey performance, and channel usage patterns
- Translate experience insights into tangible design improvements and enhancements that improve usability and overall service experience
- Build alignment and adoption of service experience standards across functions, ensuring consistency in how services are designed and delivered
Qualifications- Bachelor's degree required, MD preferred
- 8+ years of experience in service design, user experience (UX), or enterprise service management within large, complex organizations
- Strong expertise in, service journey mapping and persona-based design, user experience (UX) and interaction design, process simplification and experience optimization
- Experience designing and improving multi-channel service experiences (e.g., portal, chatbot, virtual agent, agent-assisted support)
- Experience with enterprise service platforms such as ServiceNow or equivalent
- Proven ability to translate user needs and business requirements into practical, scalable design solutions
- Comfortable navigating ambiguity and fast-evolving environments, with a proactive mindset and the ability to bring structure and clarity to complex challenges
- Strong, professional interpersonal and communications skills, both verbal and written
- Highly organized and detail-oriented, with the ability to manage competing priorities and maintain high-quality output in a fast-paced and ambiguous environment
CompensationBonus Eligible: YESLong - Term Incentive: YES
Benefits Eligible: YES
Salary RangeThe expected salary range for this role is $152,678.00 - $190,847.00 per year
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.
Additional Information: Benefits eligible: This position offers health and welfare benefits, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance.
