Senior UX/UI Designer (ServiceNow)

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

We are seeking a highly skilled and experienced Senior UI/UX Designer to lead the design of a transformative ServiceNow implementation. This role is central to our client-collaborative project focused on re-architecting their ITSM and CMDB capabilities into a standardized, simplified, and adaptive system.

The ideal candidate will be passionate about translating complex processes and user needs into intuitive, efficient, and engaging user experiences. You will be responsible for driving the design vision from initial strategy and workshops through to final delivery and hypercare, ensuring the solution not only meets functional requirements but also delivers an excellent customer and associate experience. Your work will be critical in shaping an AI-driven, modern service management ecosystem built on the ServiceNow platform and aligned with the Common Service Data Model (CSDM) framework.

Our Senior UX/UI Designer will be an integral part of our ServiceNow team at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity from within the U.S or Canada.

• Lead UI/UX Design Strategy: Drive the end-to-end design process for key components of the TELUS ServiceNow platform, including the Self-Service Portal, Agent Workspaces (CSM/ITSM), Virtual Agent, and NOW Mobile application.
• Leverage Modern ServiceNow UI Frameworks: Design and build exceptional user experiences using ServiceNow's Next Experience UI and App Engine Studio.
• Translate Complex Telco Processes: Work closely with Business Analysts and stakeholders to translate complex requirements from modules like Telecommunications Service Management (TSM), Customer Service Management (CSM), IT Service Management (ITSM), and Field Service Management (FSM) into simple, elegant, and effective design solutions.
• User-Centric Design & Research: Conduct user research, create user personas, map customer journeys, and facilitate design thinking workshops to deeply understand user needs and pain points within the TELUS environment.
• Create High-Fidelity Deliverables: Develop wireframes, mockups, interactive prototypes, and design specifications for development teams, ensuring alignment with the CSDM data model and overall solution architecture.
• Ensure Accessibility and Localization: Design interfaces that are WCAG compliant and cater to a bilingual user base, specifically English and Canadian French, as per project requirements.
• Collaborate and Iterate: Participate actively in Agile ceremonies, including continuous "Show & Tell" sessions, to present design concepts, gather feedback, and iterate rapidly in collaboration with developers, architects, and TELUS business owners.
• Champion Design Systems: Contribute to and maintain a consistent design system and UI component library to ensure a cohesive look and feel across the entire platform.

• Extensive ServiceNow Design Experience: 5+ years of UI/UX design experience, with a proven portfolio of projects built on the ServiceNow platform.
• Expertise in ServiceNow UI Technologies: Deep, hands-on expertise with ServiceNow's Next Experience UI, UI Builder, Portal Designer, and Virtual Agent Designer.
• Telecommunications Industry Experience: Demonstrable experience working on projects for a Telecommunications company. Understanding of Telco-specific concepts like service orders, network incidents, customer case management, and TMF APIs is essential.
• Broad Module Familiarity: Strong understanding of the user-facing aspects of core ServiceNow modules, particularly CSM and ITSM.
• Agile & Collaborative Methodologies: Experience working in fast-paced, agile environments, with a strong preference for experience with frameworks like IBM Garage, Design Thinking, or similar co-creation models.
• Core UX/UI Skills: Proficiency in standard design and prototyping tools (e.g., Figma, Sketch, Adobe XD), user research techniques, and usability testing.
• Excellent Communication: Ability to articulate and defend design decisions to both technical and non-technical stakeholders effectively.

Preferred Qualifications:

• Direct experience designing for the ServiceNow Telecommunications Service Management (TSM) module.
• Experience designing for integrations with external systems like Salesforce, Genesys, or AIOps platforms.
• Knowledge of the Common Service Data Model (CSDM) and its impact on user interface design.
• Bilingual proficiency in English and French.
• Prior experience in a consulting role.

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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