Digital Experience Lead, ServiceNow
$126.8-221.9k
+ Variable/incentive compensation + ESPP
Office located in Hudson Yards, NYC
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$126.8-221.9k
+ Variable/incentive compensation + ESPP
Office located in Hudson Yards, NYC
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- You're a strategist who thinks holistically about site vision, structure, and how tagging enables personalization at scale. You've cleaned up messy digital properties before—consolidating content, rationalizing navigation, establishing systems that actually work
- You're deeply curious and research-driven—you lean into UX research to guide decisions, identify gaps, and design studies to fill them. You use data and insights rather than opinions to build consensus
- You know how to say "no" to new page requests and advocate for working within the system. You have an eye for clarity and hold teams to standards. You're collaborative but push back when needed—especially when marketing wants to add "just one more page" or skip proper tagging
- You're motivated by bringing order to chaos, building foundations that enable scale, and shaping site vision that transforms how the organization shows up digitally
What the job involves
- ServiceNow's Digital Experience Strategy team operates at the intersection of product strategy and marketing—where you define what gets built and why. This is pure product strategy: vision, direction, and strategic thinking that shapes digital experiences for a global enterprise AI leader
- As a Digital Experience Strategy Lead, you'll own the structural foundation and site vision that makes everything else work. ServiceNow's site has grown to hundreds of pages across 50+ products. You'll help define the new vision for the site, then rationalize the complexity—consolidating content, streamlining navigation, establishing IA and tagging standards that enable findability, engagement, and personalization
- You'll also define gating strategy and partner with Digital Experience Strategists to create the personalization roadmap—determining how the site adapts based on buying group, industry, company size, and engagement level
- Partner on defining the new vision for servicenow.com—what it should become as we simplify and modernize
- Audit and consolidate site content—reduce page sprawl, eliminate duplicates, establish clear hierarchy and flow
- Redesign navigation and key pages to improve discoverability and reduce friction based on research and behavioral data
- Define taxonomy, metadata, and tagging standards that enable content to be dynamically surfaced by buying group, persona, and journey stage
- Create IA principles and governance frameworks that prevent future bloat
- Design tagging strategy and metadata schemas critical for personalization—without proper tagging, personalization cannot work
- Define content classification systems that enable dynamic experiences (buying group, persona, journey stage, industry tags)
- Establish governance for content tagging and quality control
- Partner with Digital Product Managers and martech teams to ensure tagging infrastructure supports personalization
- Establish gating principles: when to use forms, when to ungate content, how to balance lead capture with buyer experience
- Define ungating approach for educational content and measure impact on engagement
- Partner with Marketing Operations on form design and lead capture strategy
- Partner with Digital Experience Strategists to define how the site adapts based on buyer signals
- Establish personalization rules and logic that enable dynamic content and navigation
- Design personalization roadmap from foundational use cases to advanced buying group orchestration
- Lean into UX research on navigation, findability, content needs, and buyer behavior
- Use analytics, search data, and behavioral insights to identify pain points and opportunities
- Partner with Experimentation and Analytics to measure impact and establish measurement frameworks
- Collaborate with Product Marketing, buying group strategists, product launch strategist, UX Research, agency partners, and Digital Product Managers
- Translate IA and personalization strategy into clear implementation requirements
- Guide marketing teams on where content should live, how it's structured, and how to tag it properly
- Build consensus around principles even when stakeholders want exceptions
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.
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