Senior Manager, Digital Experience Strategy

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.

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.

Service Now 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 Service Now 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 up leveling 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.

• 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 Service Now’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

• 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

For positions in this location, we offer a base pay of $139,90 - $244,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

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