UX Designer Service Experience & Interaction Design

Role Overview

We’re looking for a hands-on UX Designer who can bridge user research, interaction design, and service thinking to shape a next-generation experience for our internal stakeholders and end users. The current system—BMC Remedy FRAS—is being reimagined, and your role is critical in ensuring the new solution is more accessible, scalable, and user-friendly, focusing on journeys and outcomes, not just screens and modules.

You will be a key partner across product, process councils, and technology teams to conduct user research, facilitate interviews, build high-fidelity prototypes in Figma, and define end-to-end service journeys that reflect real user needs.

• Conduct user interviews, stakeholder sessions, and contextual inquiries to uncover pain points and unmet needs.
• Create user journey maps, service blueprints, and personas that inform experience decisions.
• Design and iterate on prototypes in Figma—ranging from low-fidelity wireframes to clickable high-fidelity flows.
• Collaborate with process owners and engineering teams to define experience flows that align with a service-based approach, not module-based.
• Drive accessibility, usability, and consistency across the entire experience.
• Identify opportunities to simplify workflows, increase self-service, and reduce friction.
• Contribute to the future design system and help shape UX standards for new solutions.

• Hands-on UX design experience, ideally in complex enterprise or service-based systems.
• Strong command of Figma for creating wireframes, prototypes, and design components.
• Proven experience in user research, interviews, usability testing, and synthesis.
• Ability to design service-based experiences—understanding not just screens but the full user journey and underlying processes.
• Strong portfolio showcasing process thinking, journey mapping, and prototypes tied to business/user impact.
• Familiarity with accessibility (WCAG standards) and inclusive design principles.
• Excellent communication skills—able to engage non-design stakeholders and translate needs into clear experiences.

• Experience designing for enterprise tools, ITSM platforms, or complex workflow systems (e.g., ServiceNow, Salesforce, Remedy, etc.).
• Background in service design, design thinking workshops, or facilitating cross-functional collaboration.
• Exposure to agile delivery environments and working with developers closely.
• Knowledge of design tokens, design systems, or UI frameworks.

• A reimagined experience that is intuitive, human-centered, and better aligned with how users actually work—not just how legacy systems were built.
• Improved stakeholder engagement through clear prototypes and storytelling.
• Tangible impact on adoption, usability, and internal satisfaction with the new platform.