Service Experience Designer

Rolls-Royce • Full-time • Krakow (PL-KR), Poland • 15h ago

Job Description

Why join Rolls-Royce?

Job summary:

What You will be doing:

Design high-quality user experiences for ServiceNow portal, mobile experiences, virtual agent, and end-to-end service workflows.
Develop wireframes, prototypes, interaction flows, and UI specifications aligned with GBS design standards.
Apply UX best practices to simplify forms, navigation, and information architecture across service journeys.
Collaborate with the Service Experience Manager to map user journeys, pain points, and service moments-that-matter.
Translate service design insights into actionable UX improvements within the ServiceNow platform.
Facilitate co-design sessions, workshops, and usability reviews with stakeholders and end users.
Use analytics (portal metrics, heatmaps, NPS, behaviour data) to identify usability issues and experience gaps.
Run user testing and validation to refine designs and improve adoption.
Partner with the Service Performance Manager to align UX outcomes with experience metrics (XLAs, NPS, adoption).
Design interfaces that integrate GenAI-powered capabilities (e.g., Now Assist, conversational UX, AI-generated content).
Explore personalised experiences using data, context, and predictive intelligence.
Work closely with ServiceNow product owners (IT, HRSD, AI/Automation, Performance) to define UX requirements.
Provide UX/UI input during agile ceremonies (grooming, sprint reviews, testing).
Maintain UX standards and design patterns across all ServiceNow modules and channels.

Position qualifications:

Bachelor’s or Master’s degree in UX Design, Human-Computer Interaction, Service Design, Psychology, or related field.
3+ years in UX/UI design, digital product design, or service design roles within enterprise environments.
Experience designing for platforms such as ServiceNow, Workday, Salesforce, or similar enterprise tools.
Proven ability to simplify complex processes and design intuitive digital workflows.
Strong portfolio demonstrating UX methodology, interaction design, and user-centred problem solving.
Experience working within agile delivery teams and multi-release product environments.
Familiarity with tools such as Figma, Miro, ServiceNow’s UI Builder or similar.
Experience with conversational design, AI-driven interfaces, or enterprise self-service portals.
Strong design thinking, prototyping, wireframing, interaction design, and usability testing skills.
Ability to interpret journey maps, personas, and service blueprints.
Awareness of conversational design, AI-assisted interfaces, and personalised UX patterns.

What do we offer:

Private healthcare and group life insurance
Annual bonus
myBenefit platform/subsidy for Multisport cards
Internet and electricity allowance for remote work
Increased funding for the Employee Capital Plans (PPK) program; Rolls-Royce Sp. z o.o. contributes 3% to this program
Additional vacation days based on length of service with the employer
Hybrid work model (2 days in the office / 3 days from home)
Flexible start time between 7:00 AM and 9:00 AM
Work in a modern office located in the Krakow centre – the Unity Tower (ul. Lubomirskiego 20)