Senior Director, Digital Experience Strategy
About The Position
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.
Requirements
- 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).
Responsibilities
- Define the End-to-End Digital Experience Strategy
- Translate Strategy Into Actionable Frameworks
- Manage and Optimize Experience Performance
- Champion Customer-Centered Design and Content
- Lead Cross-Functional Alignment and Enablement
Benefits
- health plans, including flexible spending accounts
- a 401(k) Plan with company match
- ESPP
- matching donations
- a flexible time away plan
- family leave programs
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What This Job Offers
Job Type
Full-time
Career Level
Director
Industry
Professional, Scientific, and Technical Services
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
