UX & Change Management Lead – ESM Transformation

Job Summary

Seeking a UX & Change Management Lead to drive adoption of a unified Enterprise Service Management (ESM) platform. This role will focus on persona journey mapping, organizational change management (OCM), employee experience, and stakeholder alignment to support enterprise transformation initiatives.

Key Responsibilities

• Develop persona profiles and service journey maps using Figma/Miro
• Translate stakeholder pain points into user-centric portal experiences
• Create executive summaries, adoption materials, and change enablement content
• Align process designs with Employee Center / Portal experience
• Facilitate workshops and drive cross-functional stakeholder alignment
• Support enterprise-wide adoption and communication strategies

Required Skills

• 7+ years in UX, Human-Centered Design (HCD), or Organizational Change Management (OCM)
• Strong experience with persona mapping, journey mapping, and service design
• Hands-on expertise with Figma, Miro, Lucidchart, or similar tools
• Excellent communication and stakeholder management skills
• Experience supporting large-scale ESM, ITSM, or digital transformation programs
• Ability to work in fast-paced enterprise environments

Preferred

• ServiceNow Employee Center / HRSD exposure
• Prosci/ADKAR or related OCM experience
• Experience in enterprise portal or shared services transformation initiatives