UX Designer - Senior

Job Description
Job Title:
UX Designer - Senior
Overview / Summary
We are seeking a Senior UX Designer to create intuitive and engaging end-to-end user experiences across digital products and customer touchpoints. This role focuses on user research, interaction design, and usability to ensure experiences align with user needs, accessibility standards, and overall service design.
Key Responsibilities

• Understand user needs, behaviors, and preferences to design intuitive interactions
• Map user journeys across multiple touchpoints and services
• Define interaction models including gesture controls, voice commands, and touch interfaces
• Structure information in a clear and logical manner
• Collaborate with translators and localization specialists
• Analyze the full ecosystem of services and stakeholders to ensure a cohesive experience
• Integrate accessibility and universal design principles into all design work
• Conduct usability testing and user experience research
• Advocate for user-centered design and design excellence
• Apply systems design thinking to solve complex design challenges
• Design and execute OCM plans for ServiceNow modules (BCM, ITOM, ITAM, ITSM)
• Collaborate with developers to enhance UX in ServiceNow Employee Center and Service Portal
• Create embedded guidance and help documentation within tools
• Translate technical updates into user-friendly communication
• Lead editorial strategy for release notes and newsletters
• Monitor adoption metrics using reporting and dashboards
• Identify workflow friction points and improve process compliance and data quality
• Develop and deliver training materials including guides, videos, and live coaching

Required Qualifications

• Bachelor’s Degree
• 5–8+ years of experience as a Senior Designer
• Experience in user experience design, research, and usability testing
• Strong skills in training, application training, and technical communication

Preferred Qualifications

• Experience in product design
• ServiceNow certifications (e.g., Certified System Administrator)
• Familiarity with Organizational Change Management (OCM) frameworks
• Certification program completion

**What Makes HTC A Great Place To Build Your Future**
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.