Manager, Digital Experience Strategy

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
About the Role
This is a full-time role that can be held from one of our US hubs (New York or Boston preferably), or remotely in the United States.
ServiceNow is the AI platform for business reinvention - helping large enterprises put AI to work across IT, CRM, employee experience, and beyond. Our digital experience is how we tell that story to the world.
The Digital Experience Strategy team at ServiceNow sits at the intersection of strategy and execution. We're looking for a strategist with a proven track record of creating digital experiences and translating campaign goals into structured customer journeys. Someone passionate about upleveling user experiences, opinionated about connected customer journeys, and ready to lead the vision, strategy and roadmap - prioritizing what gets built, and what doesn't.
This role is a blend of product, digital, UX and marketing. The best candidates want to be at the forefront of AI -- and are extremely creative, hands-on, data-driven and eager to dive into everything and bring their vision to life.
Responsibilities

• Translate the marketing teams' campaign ideas into concrete web experience requirements
• Drive the Product Roadmap for Digital, prioritizing what drives engagement and moves the needle
• Collaborate with Product Marketing, UX, Digital Product Management, Copywriting, Engineering, and agency partners to move from strategy to execution
• Leverage UX research, site analytics, a/b test results to guide decision making
• Build reusable frameworks that scale across ServiceNow's solutions (AI, IT, Employee Experience or CRM) without bespoke builds for every product or campaign
• Understand different audience segments and ensure experience, messaging and content evolve throughout the buying group journey to improve engagement
• Feed performance insights back to the team - journey friction, content gaps, where buyers are stalling
• Design cross-channel strategy, with web as the hub - connecting email, social, events and ABM into cohesive, connected experience rather than disjointed touchpoints
• Define buying group progression logic, personalization rules, success metrics, a/b tests, how experience adapts based on signals

Qualifications
You might be a good fit if you:

• Have 8+ years in digital experience strategy, .com product management, or a hybrid digital/marketing role - shaping website experiences, not just campaign strategy
• Have translated marketing campaign goals into concrete digital site requirements
• Are opinionated about what good UX looks like and comfortable defending your strategy when stakeholders push back
• Think holistically - you connect dots across channels and touchpoints and can't stand disjointed experiences
• Make decisions using analytics, UX research, and behavioral data
• Can navigate ambiguity and find simple, clear solutions when the problem is messy
• Understand B2B buying dynamics and multi-stakeholder decision-making
• Can build alignment across marketing and product orgs without losing the thread of what the customer actually needs
• Have worked closely with UX, engineering, agencies, and product teams to ship
• Can prototype with AI tools like Claude Code

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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