Director, User Experience Support Portal

Job DescriptionPosition Description:Director, User Experience Support PortalResponsibilities will include key areas below:Strategic alignmentAligns with the Digital Experience leader / owner on the vision to deliver a simplified and highly integrated employee experience using ServiceNow platform / products.Serve as the champion of the business, translating experience strategy into business requirements for ServiceNow products and enhancements.Stakeholder EngagementPartner with internal stakeholders, IT support and enterprise business functions, user experience, and ServiceNow platform team, to ensure the effective experience management and utilization of ServiceNow products.RoadmapDevelop and maintain an integrated roadmap, ensuring alignment with organizational goals and emerging technology trends.RequirementsCollaborate with other ServiceNow stakeholders and the platform team to define and prioritize roadmap items based on user feedback and voice of the customer.Demonstrate strong alignment with the Support product line and support organizations across key enterprise functions.Develop and execute strategies to ensure smooth adoption and integration of new capabilities within the organization.PrioritizationMaintains the requirements backlog and owns prioritization based on impact, value, and technical feasibility.AdoptionDrives UAT, support change management, rollout, and adoption of the UX improvements.Establish and track key performance metrics related to the usage, adoption, and value generation of experience components.Provide regular updates to leadership, highlighting successes and areas for improvement.Continuous ImprovementManage user research, gather user feedback, and perform usability testing to identify user pain points and areas for improvement.Drive continuous improvements in UX design and usability across the ServiceNow products.Apply UX best practices and industry standards to ensure an intuitive and user-friendly experience for all Evolve users globally.User Experience (UX) EnhancementsDrive continuous improvements in UX design and usability of the Source portal.Collaborate with UX designers to develop wireframes, prototypes, and user interface designs that enhance user experience.Conduct user research and usability testing to validate design decisions and iterate on the user interface.Apply UX best practices and industry standards to ensure an intuitive and user-friendly experience for Source portal users.Position Qualifications:Education Minimum Requirement:Bachelor's degreeRequired Experience and Skills:Minimum 5 years of product manager experience, adept at working cross-functionally to build seamless, end-to-end experiences that deliver value.Must have strong negotiation skills.Proven experience in a hybrid role involving both user experience and customer experience, preferably within the pharmaceutical industry.Strong understanding of ServiceNow EC Pro Portal and its capabilities.Familiarity with UX design principles, user research methodologies, and usability testing.Strong communication and interpersonal skills to collaborate with stakeholders and gather feedback.Ability to analyze data and make data-driven decisions to drive product enhancements.Knowledge of agile methodologies and ability to work in a fast-paced, collaborative environment.

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