Experience Architect (ServiceNow/AI)
$65 per hourInsight Global
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.
Pay Rate begins at $65/hr We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:Required Skills & Experience
• 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
Nice to Have Skills & Experience
• 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
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
$65 per hour
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