Senior Manager, Digital Experience Strategy

About the Role

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.

ServiceNow 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 ServiceNow 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 upleveling 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.

Responsibilities

• 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 ServiceNow’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