Senior Director of Digital Experience Strategy, ServiceNow
$216.5-389.7k
+ Equity for eligible roles + Variable/incentive compensation
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$216.5-389.7k
+ Equity for eligible roles + Variable/incentive compensation
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- A digital strategist and customer-experience leader who connects brand, content, and technology into cohesive digital journeys
- Skilled at designing frameworks that scale — balancing creative excellence with platform, data, and operational realities
- Confident leading cross-functional teams and influencing senior stakeholders across marketing, product, and technology
- Insight-driven, using data to inform experience evolution and investment decisions
- A compelling storyteller who can articulate the “why” behind digital transformation
- 12+ years in digital experience, digital marketing, or experience strategy leadership roles
- Proven success in journey mapping, customer experience design, or omnichannel orchestration
- Deep understanding of content architecture, personalization, and analytics
- Experience leading matrixed teams and external agencies
- Strong business acumen with ability to link experience metrics to commercial outcomes
- Familiarity with enterprise-grade experience platforms (Adobe Experience Cloud or equivalent)
What the job involves
- The Senior Director, Digital Experience Strategy is responsible for defining and advancing ServiceNow’s end-to-end digital experience vision — ensuring every interaction across our owned channels is seamless, personalized, and connected to measurable business outcomes
- This leader brings together customer insight, content strategy, design, data, and technology to architect a unified digital journey for our audiences
- They translate marketing and business goals into actionable frameworks that guide how experiences are designed, delivered, and optimized across surfaces
- The role requires both strategic vision and operational fluency — shaping the long-term roadmap while driving cross-functional alignment with Brand, Integrated Marketing, Field Marketing, and Digital Technology
- Develop and execute a comprehensive omnichannel digital strategy that unites web, campaign, and partner experiences into a cohesive customer journey
- Lead the creation of journey maps, audience frameworks, and engagement models that inform personalization, content, and design
- Identify opportunities to connect data, content, and design systems to create adaptive, insight-driven experiences
- Partner with Analytics and MarTech to establish a unified customer view and a closed-loop measurement framework
- Define the north-star experience architecture — including guiding principles, taxonomy, content hierarchy, and experience models
- Translate strategic direction into clear requirements for Digital Product, Engineering, and MarTech teams
- Drive prioritization based on business value, balancing quick wins with long-term transformation
- Build business cases that support incremental investment in digital experience maturity
- Oversee continuous optimization of the digital ecosystem to improve discoverability, personalization, and engagement
- Monitor performance through analytics, behavioral insights, and business KPIs; translate findings into actionable improvements
- Use insights from multiple sources (data, research, experimentation) to evolve strategy and accelerate growth
- Advocate for the customer in every digital decision, ensuring experiences reflect audience intent and deliver business impact
- Partner with Brand, Content, and Integrated Marketing to translate storytelling and creative direction into cohesive digital moments
- Define standards for content quality, localization, accessibility, and design system use across regions and surfaces
- Serve as a bridge across Marketing, Product, and Digital Technology to ensure unified strategy, execution, and measurement
- Collaborate with MarTech and Data teams to connect customer insights directly into content and experience design
- Lead experience governance forums to drive consistency, reuse, and adoption of shared standards
- Manage external partners and agencies to deliver against experience goals with fiscal and operational discipline
- Success Metrics:
- Increased engagement, conversion, and satisfaction across key digital journeys
- Demonstrated adoption of shared frameworks and standards across teams
- Improved velocity and efficiency of campaign-to-experience delivery
- Tangible business outcomes (pipeline influence, partner satisfaction, digital reach)
- Greater consistency, accessibility, and personalization across global experiences
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Founder & Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 124 more jobs at ServiceNow