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