ServiceNow User Experience Lead

About the role

You will join Deutsche Bank as a User Experience (UX) Lead within the global PlatformNow team, responsible for shaping a stable, reliable and high‑quality experience on a mission‑critical ServiceNow platform. Working in a regulated environment, you will ensure solutions are intuitive, consistent, accessible and aligned with business outcomes, platform governance and enterprise UX principles.

Key responsibilities

• Define and lead the UX strategy, standards and experience principles for the ServiceNow platform.
• Act as the ServiceNow UX authority in governance forums, driving high‑quality and consistent user experiences.
• Establish and lead ServiceNow UX governance, participating in design authority forums and embedding user needs throughout solution intake, design and delivery.
• Partner with Product Owners, Business Analysts, Architects, Developers and Enterprise UX/OCM teams to shape UX decisions across portals, workspaces and workflows.
• Review and guide UX designs and implementations to ensure they meet usability and accessibility standards.
• Lead complex, cross‑functional initiatives with autonomy, influencing platform standards and outcomes.

Required profile

• Proven experience with the ServiceNow platform and a track record of influencing or leading UX outcomes.
• Strong knowledge of UX principles, methodologies and ServiceNow best practices.
• Good understanding of core ServiceNow modules such as ITSM, ITOM, ITAM, CMDB and Service Request.
• Working knowledge of platform configuration, including flows, business rules, client scripts and UI policies.

Required skills

• ServiceNow
• UX principles and methodologies
• ITSM
• ITOM
• ITAM
• CMDB
• Service Request
• Platform configuration (flows, business rules, client scripts, UI policies)

What we offer

• Hybrid working model.
• Competitive salary and non‑contributory pension.
• 30 days holiday plus bank holidays, with the option to purchase additional days.
• Life assurance and private healthcare for you and your family.
• Flexible benefits including retail discounts, Bike4Work scheme and gym membership.
• CSR programme support and two days of volunteering leave per year.