ServiceNow CRM & Customer Experience Consultant

This role is ideal for someone who understands how businesses can use ServiceNow to improve customer service, sales processes, field operations and the overall customer journey.

What you’ll be doing You’ll work with large organisations to understand how they currently manage customers and revenue, then help them improve and automate those processes using ServiceNow.

You will:

• Help clients improve customer service and customer experience
• Design and improve ServiceNow CSM and FSM solutions
• Help automate sales, order and revenue processes
• Work on customer journeys from initial enquiry through to order and service
• Support ServiceNow integrations with CRM platforms and other business systems
• Help organisations use AI and automation to improve customer service
• Work with senior business leaders to understand their challenges and recommend solutions
• Support large transformation programmes from strategy through to delivery
• Contribute to proposals, RFPs and client presentations

What we’re looking for You should have strong experience in customer, CRM or service transformation and ideally around 10+ years of consulting or transformation experience.

Experience in at least two of the following would be particularly relevant:

• ServiceNow CSM
• ServiceNow FSM
• Salesforce or Microsoft Dynamics
• CRM transformation
• Customer service transformation
• Revenue or commercial process improvement
• Customer journey design
• AI-enabled customer service

You should also be comfortable working with senior stakeholders and explaining how technology can deliver real business improvements.

Why consider this role? This is a great opportunity if you want to move beyond purely technical ServiceNow delivery and become more involved in strategy, customer transformation, AI and senior-level consulting.

If you have strong ServiceNow, CRM or customer transformation experience and are considering your next permanent opportunity in the UK, we’d love to hear from you.

Linking Humans is working with a leading consultancy looking for a senior ServiceNow professional with strong experience across CRM, customer service and digital transformation.