Experience Architect (ServiceNow/AI)

This role will serve as the experience architecture lead for an enterprise wide ServiceNow platform that includes an AI powered chat interface used across the entire organization. We are looking for a senior level Experience Architect who combines deep ServiceNow platform experience with human centered design expertise and a systems / project manager mindset. This person will help design, validate, and implement intelligent, psychologically sound user experiences - particularly focused on conversational AI, workflow orchestration, and end to end journey design. This is not a purely visual design or research role. The role requires strong cross functional partnership with IT, engineering, data, and platform teams and the ability to move initiatives from concept ? design ? implementation in complex enterprise environments.

7+ years of experience in Experience Architecture, UX Architecture, or Human Centered Design within enterprise environments

• Strong, hands on ServiceNow experience (ITSM workflows, platform constraints, enterprise usage)

• Proven experience designing or implementing AI powered chatbots / conversational interfaces at scale

• Demonstrated expertise in journey mapping, service design, experience blueprinting, and workflow design

• Ability to design experiences that are psychologically intuitive, trustworthy, and usable for a broad internal population

• Experience partnering closely with IT, engineering, and platform teams to deliver real implementations

• Strong facilitation skills (design thinking sessions, working sessions, stakeholder alignment)

• Comfortable operating in large, complex, enterprise IT environments - Act as the experience architecture lead for ServiceNow based initiatives, with a focus on AI powered chat experiences

• Design and validate end to end user journeys across enterprise IT workflows

• Shape and govern the conversational experience (flow, tone, logic, escalation paths, trust) for AI chat

• Partner with platform, engineering, and data teams to ensure experiences are scalable, feasible, and implemented correctly

• Translate research and insights into clear experience artifacts and execution guidance

• Facilitate design workshops and working sessions with business and IT stakeholders

• Ensure experience intent remains intact from discovery through implementation and rollout