UX Strategist

Job Description

The UX Strategist defines and drives the user experience strategy for migrating a legacy ServiceNow portal to Employee Center. This role focuses on research, information architecture, and aligning business goals with user needs to create a roadmap for a modern, intuitive experience.

Primary Objectives

• Establish a clear UX vision and roadmap aligned with business goals and ServiceNow best practices.
• Ensure navigation and content structure supports intuitive employee experiences.
• Provide actionable insights from research to guide design and development.
• Facilitate stakeholder alignment and prioritize features for phased delivery.
• Define measurable success criteria for adoption and usability.

Key Responsibilities

• Conduct stakeholder interviews, user research, and analyze current portal usage.
• Develop personas, journey maps, and service blueprints.
• Define information architecture, taxonomy, and navigation for Employee Center.
• Facilitate workshops (design thinking, prioritization, IA validation).
• Create UX roadmap with phases, dependencies, and measurable outcomes.
• Establish success metrics and adoption KPIs.
• Collaborate with UX/UI Lead, UI Designer, and Business Analyst to ensure alignment.

Required Skills & Experience

• 6–10 years in UX strategy, service design, or enterprise UX.
• Strong research and synthesis skills (qualitative and quantitative).
• Experience with information architecture and navigation design.
• Familiarity with ServiceNow or similar enterprise workflow systems.
• Excellent communication and facilitation skills for workshops and stakeholder engagement.

Tools

• Miro or FigJam for workshops and mapping.
• Figma for concepting.
• Analytics tools (Google Analytics, ServiceNow search analytics).
• Jira/Confluence for documentation and backlog alignment.

Nice to Have

• Experience with ServiceNow Employee Center and topic taxonomy.
• Knowledge of HRSD or ITSM service structures.
• Exposure to content governance and adoption frameworks.

Education

• Bachelor’s degree in Human-Computer Interaction (HCI), Information Science, Psychology, or related field. Equivalent experience considered.