UX Design Strategist

Company Description
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.
Job Description
Workflow Design Studio - Service Designer/UX Design Strategist
Solution Consulting (pre-sales)
Location: Tokyo (Japan)
The Team
The Workflow Design Studio reimagines customer experiences to drive innovation. The Studio is a specialized team of Service Designers, Developers, and Architects practicing Design Thinking who work with our customers and colleagues during the pre-sales process to co-create innovative solutions to key business challenges. Following a human-centred approach to innovation, the Studio draws from the diverse skill sets of each member to integrate the needs of people, the possibilities of technology, and the requirements for business success.
The Role
Your sweet spot is the intersection of human needs and business impact. You thrive in a fluid work environment, and are a self-motivated partner, leader and hands on maker. You enjoy a highly collaborative team environment, working across a variety of industries, and can synthesizing diverse perspectives.
You'll leverage ServiceNow's Now AI Platform to co-create transformative solutions with enterprise clients.
What you get to do in this role:

• Work with sales teams and clients to position our services and identify business problems our team can help solve using our proven, design-led methodology
• Plan, facilitate, and co-deliver design thinking led workshops with customers (participants range from end users to C-level) and delivery partners
• Prepare, lead end to end engagements organising clients, team members with structured plans
• Articulate and logically communicate concepts with technical and non-technical audiences
• Co-create future state solutions with customers and colleagues
• Transform co-created future state narrative design into an experience, enhance and refine through validation of design concepts.
• Design impactful ways of relating ideas and concepts to executive audiences
• Synthesize, collaborate to create engagement stories and artefacts to share with the wider community and product teams.
• Share the engagement stories to drive awareness and demand
• Present at executive briefings and marketing events
• Thought lead, continually improve our methods and processes
• Stay current with ServiceNow product developments, complementary technology and external trends in order to identify opportunities to broaden the use of the Now Platform outside of typical domains

Qualifications
In order to be successful in this role, we need someone who has:

• 5+ years of experience working as part of a sales/consulting organization preferably working with enterprise software products
• 5+ years of Service Design experience with the ability to envision and inspire holistic customer-centric, AI-enabled solutions
• Self-starter able to create and foster relationships with key stakeholders and co-workers
• Currently living in Japan and are fluent in business-level Japanese
• Comfort and ease in customer-facing meetings (pitching and planning sessions)
• Experience facilitating client-facing workshops to successfully progress initiatives into the next phase of their lifecycle
• Ability to work within a multi-discipline team focused on delivering high-quality output in short timeframes
• Experience in conceptualization, design strategy, UX and direction of solution prototypes

• Experience designing AI-powered workflows, including how AI agents, automation, and data services augment human roles.
• Strong capability to design across service layers: customer journeys, business processes, organizational systems, and enabling technologies.
• Familiarity with AI-powered design and collaboration tools (e.g., Figma, Miro, Adobe XD or similar).
• Proficiency with modern design and collaboration tools including Figma (e.g. Figma Make), Miro (Miro Assist), Adobe Creative Suite and experience with AI-powered design assistants (Claude, ChatGPT, Midjourney or similar)

• Solid project management skills and collaborates well with diverse disciplines in a dynamic environment
• Strong storytelling and communication design skills

Nice to haves:

• Understanding of enterprise AI platforms (ServiceNow, Microsoft, Salesforce or similar), their AI capabilities and how they shape workflow transformation
• Familiarity with governance, compliance, and responsible AI practices
• Understanding of accessibility standards (WCAG 2.2+) and inclusive design principles
• Experience working on consumer digital products
• Product/business strategy
• Hands on experience with mobile, web application, conversational and responsive web UX/UI design

Relevant Mindset

• Confident, collaborative, and flexible as a member and discipline leader in an interdisciplinary team where teamwork is imperative to drive better customer outcomes
• An endless supply of passion and curiosity
• Willingness to travel up to 40% of the year to on-site customer engagements (depending on demand)

Additional Information
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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