ServiceNow UX & AI Strategist

apartmentCognizant Consulting placeHyderabad calendar_month13/05/2026

Job Description

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Role Overview

The ServiceNow AI & UX Strategist is responsible for defining, designing, and governing intelligent, user-centric experiences across the ServiceNow platform. This role combines AI-led transformation with human-centred design to deliver intuitive, scalable, and high-adoption solutions aligned to business outcomes and enterprise standards.

Key Responsibilities

Define overall AI + UX strategy, roadmap, and experience vision for ServiceNow CoE
Identify and prioritize high-impact AI use cases across ITSM, HRSD, CSM, ITOM, SecOps, and custom workflows.
Design AI-enabled, experience-led solutions (Generative AI, Virtual Agent, Predictive Intelligence, AI Agents, guided experiences).
Design role-based, task-driven workspaces using UI Builder, Next Experience, and Employee Center.
Conduct UX research (personas, user journeys, usability testing) and validate experience effectiveness.
Establish AI governance, UX standards, design systems, and compliance frameworks
Drive adoption, value realisation, KPIs, and ROI tracking for AI and UX initiatives.
Implement AI lifecycle governance (inventory, risk monitoring, drift detection) and AI-augmented SDLC practices.
Collaborate with business stakeholders, architects, designers, and engineering teams to ensure solution quality and alignment.

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Required Skills & Experience

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10–15+ years of experience in digital transformation, UX, AI, or platform strategy roles
Strong expertise in ServiceNow (ITSM, HRSD, CSM, or custom apps)
Hands-on experience with ServiceNow UX tools (UI Builder, Workspaces, Next Experience)
Knowledge of Generative AI, AI governance, and responsible AI principles
Strong grounding in user-centred design, service design, and design thinking
Experience with design tools (Figma, Sketch, Adobe XD)
Proven ability in strategy definition, stakeholder management, and executive communication
Experience working in Agile delivery environments

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