We are seeking a passionate and skilled Human-Centered Design (HCD) Contractor to act as the primary point of contact between our business and IT partners. This individual will contribute to ServiceNow-related projects by leveraging expertise in HCD practices and methodologies. The role requires a strong understanding of both HCD principles and ServiceNow to deliver user-centric solutions that align with business goals.

Key Responsibilities:

• Lead and participate in experience benchmarking and usability testing to ensure ServiceNow solutions meet user needs
• Conduct user and channel behavior analysis to inform design decisions
• Perform qualitative and quantitative research to gather actionable insights
• Develop personas and journey maps that reflect user needs and expectations
• Identify and address challenges through root cause analysis
• Collaborate on experience blueprinting and value modeling to enhance solution impact
• Facilitate design thinking workshops and co-creation sessions with stakeholders
• Synthesize insights and present findings to business and IT partners
• Create and iterate on storyboards and concepts to visualize ideas and designs
• Serve as a bridge between business stakeholders and IT, ensuring ServiceNow projects are user-centric and technically feasible