Global Director
Listed on 2026-01-02
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IT/Tech
Data Analyst, Data Science Manager
Global People Employee Experience Director
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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 — Service Now 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.
The Global People Employee Experience Director will be the connective tissue between employee journeys and the platforms that power them—enabling every product team to design, deliver, and scale consistent, human‑centered experiences. In partnership with STEP and DT, this leader ensures shared capabilities and design standards are used consistently across lifecycle journeys.
Act As The Employee Experience Enablement Leader- Orchestrate cross‑journey design standards and patterns so product teams deliver experiences that are consistent, intuitive, and scalable across the lifecycle
- Develop enablement assets with DT and STEP—templates, integration standards, and design patterns—to accelerate reuse and reduce time‑to‑value
- Coach and uplift product squads on experience principles, accessibility, and platform capabilities to maximize impact at scale
- Co‑design discovery frameworks with Product Insights and Research; translate insights into actionable product decisions and outcomes for each journey
- Work across GP to prioritize research and UX efforts to be executed by STEP/DT—focus on the highest‑value journeys and outcomes
- Partner with STEP/DT on the persona program—define, evolve, and operationalize personas so decisions and designs are consistent across journeys
- Establish dashboards and scorecards that measure adoption, satisfaction, and reuse—ensuring instrumentation and data quality with People Analytics/Data & Analytics
- Lead shared planning and governance rituals to align priorities, sequence work, and ensure decisions are data‑informed and experience‑led
- Partner with STEP/DT to co‑own the experience roadmap for shared capabilities (e.g., My Service Now, My Assist, search, and AI‑powered interactions) and drive consistent adoption across products
- Act as “Customer Zero” for EX capabilities—pilot, harden, and showcase best‑in‑class use cases before wider rollout
- Champion responsible AI and data practices (transparency, consent, feedback loops, human‑in‑the‑loop) across employee‑facing solutions
- Serve as a thought leader and connector across product, UX, research, STEP, and DT—evangelizing an Employee Experience vision and the value of shared capabilities
- Facilitate joint operating rhythms and governance between Product, STEP, and DT to ensure clarity on intake, prioritization, and KPI review
- Translate journey strategies into clear requirements, outcomes, and experience KPIs for product squads
- Be the GP thought leader for eSAT and eNPS across product and service journeys—set standards, analyze trends, and drive improvements in employee satisfaction
- Cross‑journey consistency and reuse of shared patterns and capabilities
- AI assistant adoption and measurable lift in employee satisfaction for target journeys
- Increased platform reuse across product teams and reduced time‑to‑value for new experiences
- Evidence‑led decision making: instrumented experiments, insight‑to‑action cycle time, and adoption of dashboards by product leaders
- Effective governance: predictable planning/retros cadence and resolved dependencies across STEP/DT and product teams
- Product Insights (People Analytics/Data & Analytics) for instrumentation, dashboards, experimentation, and outcomes tracking
- UX and Research (STEP/DT) to embed evidence‑based…
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