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ServiceNow UX & AI Strategist

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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.

Required Skills & Experience:
  • 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

About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.

Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

 

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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