Human-Centered Design Consultant - ServiceNow

Job Title: Human-Centered Design (HCD) Consultant – ServiceNowLocation: Juno Beach, FL - Onsite Duration: 12+ Months (possible extension of long term)OverviewWe are seeking a skilled Human-Centered Design (HCD) Consultant with experience in ServiceNow to serve as a key liaison between business stakeholders and IT teams.This role will drive user-centric design across ServiceNow initiatives by applying HCD methodologies, ensuring solutions are intuitive, effective, and aligned with business objectives.Key ResponsibilitiesLead user experience benchmarking and usability testing to validate ServiceNow solutionsConduct user research and behavioral analysis to inform design decisionsPerform qualitative and quantitative research to generate actionable insightsDevelop personas, journey maps, and experience blueprintsIdentify usability challenges and perform root cause analysisFacilitate design thinking workshops and co-creation sessions with stakeholdersTranslate research insights into design concepts, storyboards, and prototypesCollaborate with business and IT teams to ensure feasible and scalable solutionsAct as a bridge between business and technical teams, aligning user needs with system capabilitiesSupport continuous improvement through iterative design and feedback loopsRequired QualificationsProven experience in Human-Centered Design (HCD) or UX DesignHands-on experience with ServiceNowStrong understanding of:Design ThinkingUsability TestingExperience Mapping & BlueprintingExperience conducting user research and insight synthesisAbility to work with cross-functional teams (business + IT)Strong communication and stakeholder management skillsExperience with Figma or similar design toolsPreferred QualificationsExperience in enterprise platforms (ServiceNow, Salesforce, etc.)Background in digital transformation or workflow automation projectsFamiliarity with Agile / Scrum environments