At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere.
By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.
Job summary:
In this role You will be responsible for designing intuitive, user-centred digital experiences across all ServiceNow products used within Group Business Services (GBS).
You will also ensure, that every interaction, from portal and forms to workflows, automation journeys, and virtual agent conversations, is simple, accessible, and aligned to user needs and GBS service design standards.
The Service Experience Designer works at the intersection of UX design, service design, digital experience, and ServiceNow product teams, translating business requirements and process needs into clear, elegant, and consistent UX/UI solutions.
As part of the GBS transformation, this role is critical in shaping the next generation of employee and customer experiences, including AI-assisted interfaces, conversational workflows, and self-service journeys.
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.
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)
Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls-Royce into a high-performing, competitive, resilient and growing company. Join us, and it can be your future vision too.
Rolls-Royce are committed to being a respectful, inclusive, and non-discriminatory workplace where individuality is valued, diverse perspectives fuel innovation, and everyone can thrive.
Please note that all applicants will be subject to Poland right-to- work check as part of the recruitment process