User Experience Architect

I'm representing a Senior Experience Architect (ServiceNow / AI) opportunity supporting a large?scale, enterprise IT platform for a major utilities organization in Juno Beach, FL. This contract role is ideal for a senior?level experience or UX architect who has deep ServiceNow experience and has designed or implemented AI?powered conversational experiences in complex enterprise environments.

This position is 100% onsite (5 days/week) and will serve as the experience architecture lead for an enterprise?wide ServiceNow platform, with a strong focus on AI chat, workflow orchestration, and end?to?end journey design. The interview process is streamlined with one interview., * Lead experience architecture for ServiceNow initiatives, with a focus on AI?powered chat experiences

• Design and validate end?to?end journeys across enterprise IT workflows
• Define and govern conversational experience design (flow, tone, logic, escalation, trust)
• Partner with platform, engineering, and data teams to ensure scalable, feasible implementation
• Translate research and insights into clear experience artifacts and execution guidance
• Facilitate design workshops and working sessions with IT and business stakeholders
• Ensure experience intent carries through from discovery to implementation and rollout

• 7+ years of experience in Experience Architecture, UX Architecture, or Human?Centered Design within enterprise environments
• Strong, hands?on experience with ServiceNow (ITSM workflows, platform constraints, enterprise usage)
• Proven experience designing or implementing AI?powered chatbots or conversational interfaces at scale
• Expertise in journey mapping, service design, experience blueprinting, and workflow design
• Ability to design intuitive, trustworthy, and usable experiences for large internal user populations
• Experience partnering closely with IT, engineering, and platform teams on real implementations
• Strong facilitation skills (design thinking sessions, workshops, stakeholder alignment)
• Comfort operating in large, complex enterprise IT environments

Nice to Have:

• Experience with Salesforce or other enterprise CRM platforms
• Exposure to AI governance, trust frameworks, or human?in?the?loop design
• Experience with ServiceNow Virtual Agent or conversational workflows
• Background supporting enterprise self?service or employee experience platforms
• Ability to influence technical architecture discussions