Global People Employee Experience Director

ServiceNow•Addison, TX

About The Position

The Global People Employee Experience Director will be the connective tissue between employee journeys and the platforms that power them—enabling every product team to design, deliver, and scale consistent, human-centered experiences. In partnership with STEP and DT, this leader ensures shared capabilities and design standards are used consistently across lifecycle journeys. Act as the Employee Experience Enablement LeaderOrchestrate cross-journey design standards and patterns so product teams deliver experiences that are consistent, intuitive, and scalable across the lifecycleDevelop enablement assets with DT and STEP—templates, integration standards, and design patterns—to accelerate reuse and reduce time-to-valueCoach and uplift product squads on experience principles, accessibility, and platform capabilities to maximize impact at scaleIntegrate Insights, UX, and Research into DeliveryCo-design discovery frameworks with Product Insights and Research; translate insights into actionable product decisions and outcomes for each journeyWork across GP to prioritize research and UX efforts to be executed by STEP/DT—focus on the highest‑value journeys and outcomesPartner with STEP/DT on the persona program—define, evolve, and operationalize personas so decisions and designs are consistent across journeysEstablish dashboards and scorecards that measure adoption, satisfaction, and reuse—ensuring instrumentation and data quality with People Analytics/Data & AnalyticsLead shared planning and governance rituals to align priorities, sequence work, and ensure decisions are data-informed and experience-ledScale Shared Platform Capabilities for EXPartner with STEP/DT to co-own the experience roadmap for shared capabilities (e.g., My ServiceNow, My Assist, search, and AI-powered interactions) and drive consistent adoption across productsAct as “Customer Zero” for EX capabilities—pilot, harden, and showcase best-in-class use cases before wider rolloutChampion responsible AI and data practices (transparency, consent, feedback loops, human-in-the-loop) across employee-facing solutionsDrive Cross-Functional Alignment and Thought LeadershipServe as a thought leader and connector across product, UX, research, STEP, and DT—evangelizing an Employee Experience vision and the value of shared capabilitiesFacilitate joint operating rhythms and governance between Product, STEP, and DT to ensure clarity on intake, prioritization, and KPI reviewTranslate journey strategies into clear requirements, outcomes, and experience KPIs for product squadsBe the GP thought leader for eSAT and eNPS across product and service journeys—set standards, analyze trends, and drive improvements in employee satisfaction

Requirements

10+ years of experience across employee experience, product, design/UX, or related fields, spanning both business-focused and technical domains
Demonstrated success navigating federated or domain-led organizations and aligning executives, engineering, design, and analytics stakeholders around a shared strategy
Fluency in systems thinking; balance strategic storytelling with technical tradeoffs and delivery
Strong bias for action with an agile delivery orientation and measurable impact mindset
Experience with AI/ML-enabled experiences and assistants in enterprise contexts; comfort with responsible AI principles

Nice To Haves

Familiarity with ServiceNow EX capabilities (e.g., My ServiceNow, My Assist) and platform reuse patterns preferred

Responsibilities

Act as the Employee Experience Enablement Leader
Orchestrate cross-journey design standards and patterns so product teams deliver experiences that are consistent, intuitive, and scalable across the lifecycle
Develop enablement assets with DT and STEP—templates, integration standards, and design patterns—to accelerate reuse and reduce time-to-value
Coach and uplift product squads on experience principles, accessibility, and platform capabilities to maximize impact at scale
Integrate Insights, UX, and Research into Delivery
Co-design discovery frameworks with Product Insights and Research; translate insights into actionable product decisions and outcomes for each journey
Work across GP to prioritize research and UX efforts to be executed by STEP/DT—focus on the highest‑value journeys and outcomes
Partner with STEP/DT on the persona program—define, evolve, and operationalize personas so decisions and designs are consistent across journeys
Establish dashboards and scorecards that measure adoption, satisfaction, and reuse—ensuring instrumentation and data quality with People Analytics/Data & Analytics
Lead shared planning and governance rituals to align priorities, sequence work, and ensure decisions are data-informed and experience-led
Scale Shared Platform Capabilities for EX
Partner with STEP/DT to co-own the experience roadmap for shared capabilities (e.g., My ServiceNow, My Assist, search, and AI-powered interactions) and drive consistent adoption across products
Act as “Customer Zero” for EX capabilities—pilot, harden, and showcase best-in-class use cases before wider rollout
Champion responsible AI and data practices (transparency, consent, feedback loops, human-in-the-loop) across employee-facing solutions
Drive Cross-Functional Alignment and Thought Leadership
Serve as a thought leader and connector across product, UX, research, STEP, and DT—evangelizing an Employee Experience vision and the value of shared capabilities
Facilitate joint operating rhythms and governance between Product, STEP, and DT to ensure clarity on intake, prioritization, and KPI review
Translate journey strategies into clear requirements, outcomes, and experience KPIs for product squads
Be the GP thought leader for eSAT and eNPS across product and service journeys—set standards, analyze trends, and drive improvements in employee satisfaction