Senior Digital Experience Lead

Overview

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 Senior Digital Experience Lead, Digital Experience Strategy for buying groups translates integrated marketing campaigns into executable digital journey strategies across web, email, nurture, and ABM. This role sits between marketing strategy and digital execution—defining what buying group journeys should be, not how they re technically configured.

You'll own end-to-end journey strategy for AI, IT, Employee Experience or CRM audiences: defining stages, progression logic, content needs, and personalization rules. You'll work with Product Marketing to translate their campaign intent into digital strategies, and partner with Digital Product Managers to bring those experiences to life.

• Define digital journey strategy for AI, IT, Employee Experience or CRM audiences—including stage definitions, progression criteria, and success metrics

• Translate Product Marketing's integrated campaigns into clear digital experience requirements: what content is needed, how it should adapt by persona and stage, and what "good progression" looks like

• Design cross-channel orchestration strategy—how web, email, nurture, and ABM connect into cohesive journeys rather than disjointed touchpoints

• Establish personalization rules: when to show content, how to adapt by buying group role, company size, industry, and engagement level

• Collaborate with Product Marketing, Media, UX, Digital Product Management, Copywriting, Engineering and agency partners to align strategies and execute

• Define success metrics and progression frameworks; use analytics and behavioral data to validate strategies and identify optimizations

• Create reusable journey frameworks and content standards that scale across audiences and campaigns without building bespoke experiences

• Provide performance insights to Product Marketing: journey friction, content gaps, progression bottlenecks

You're a product strategist who thinks holistically about customer journeys, business outcomes, and organizational dynamics. You're curious, digging into problems before jumping to solutions. You rally cross-functional teams around a shared vision and use data to build consensus.

You're a strategist with an eye for great experiences and an ability to hold teams to high standards. You're collaborative but push back diplomatically when needed. You're motivated by transformation, building frameworks that enable the organization to move faster while delivering exceptional, measurable experiences.

• 8+ years in product management, product strategy, digital experience strategy, or marketing strategy at B2B SaaS or enterprise tech companies

• Proven experience defining customer journey strategies and translating marketing goals into actionable digital experiences

• Deep understanding of B2B buying groups, enterprise buying dynamics, and multi-stakeholder decision-making

• Strong stakeholder management with ability to influence senior leaders and build cross-functional alignment

• Data-driven decision maker using analytics, behavioral insights, and engagement metrics to guide strategy

• Experience partnering with marketing, lifecycle, and campaign teams on GTM strategy and execution

• UX background or training with strong design sensibility

• Experience in marketing organizations or working closely with integrated marketing teams

• Knowledge of personalization, ABM, buying group marketing, lifecycle marketing or multi-channel orchestration strategies

For positions in this location, we offer a base pay of $139,000 - $244,800, plus equity (when…