Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

Sarah Goodman

Weston,CT

Summary

Senior Experience Designer, Information Architect, and Brand Naming leader shaped by one belief: make work meaningful, trusted, and clear—always in service of people. Curiosity and intuition balanced by evolutionary, evidence-based thinking; a record of turning complex ecosystems into elegant, intuitive experiences that drive adoption and growth. Built ServiceNow’s AI Experience (AIx) brand and a portfolio naming system spanning 35+ offerings, and earned an IBM patent for an AI-powered discovery platform. Finds and engages the right stakeholders, builds relationships across engineering, product, legal, marketing, and design, and thrives with high-talent collaborators who pair bold ideas with disciplined execution—valuing shared ownership and success.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Senior Manager, Experience Strategy & Brand Architecture

ServiceNow
01.2019 - 01.2025
  • Designed and scaled the company's first enterprise experience framework, aligning UX, brand, and product navigation across 35+ offerings, enhancing the product architecture.
  • Guided design, IA, content, research, and product teams on consistent language and IA treatments.
  • Influenced decision-making by connecting design to business outcomes.

Principal UX Strategist / Information & Architecture Lead

ServiceNow
01.2015 - 01.2019
  • Hired as one of the first senior leaders to bring IA and UX strategy into the product organization.
  • Redesigned ServiceNow's product portfolio, establishing digital IA systems for growth.
  • Partnered with product, marketing, go-to-market, and brand to ensure design and naming architecture adoption for consistency at scale.

Senior Manager, User Experience Architecture

IBM
01.2006 - 01.2015
  • Earned a patent for IBM’s Enterprise Tagging Service (ETS), delivering $4.6M in annual cost savings and boosting intranet search satisfaction by 50%.
  • Directed UX architecture for IBM.com's global redesign.
  • Managed the user experience team, including creative directors, designers, and information architects.

Information Architect / UX Designer

IBM
01.2006 - 01.2010
  • Built IBM's first enterprise taxonomies for intranet personalization, navigation, and search.
  • Introduced scalable IA practices across digital teams.
  • Conducted user usability testing to identify pain points in the user experience, leading to a 20% improvement in task completion rates.

Education

Master of Library Information Science (MLIS) -

Western University

Skills

  • Genuine passion
  • Holistic perspective
  • Experience design leadership
  • Information design and architecture
  • Brand and product architecture
  • Product naming strategy and architecture
  • Market and user analysis
  • Continuous learning
  • Collaborative leadership
  • Stakeholder engagement
  • Foster team positivity
  • Interpersonal communication
  • Celebrates achievements
  • Team mentorship
  • Honest
  • Sense of humor, as needed

Accomplishments

Congratulated by CEO, Bill McDermott, for years of impact, highlighting leadership in unifying the vision by shaping the AIx portfolio.

Certification

Awarded a U.S. patent for an AI-powered discovery and recommendation service that advanced enterprise knowledge sharing & user experience.

References

References available upon request.

Timeline

Senior Manager, Experience Strategy & Brand Architecture

ServiceNow
01.2019 - 01.2025

Principal UX Strategist / Information & Architecture Lead

ServiceNow
01.2015 - 01.2019

Senior Manager, User Experience Architecture

IBM
01.2006 - 01.2015

Information Architect / UX Designer

IBM
01.2006 - 01.2010

Master of Library Information Science (MLIS) -

Western University

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