Senior Manager, Digital Experience Strategy

ServiceNow•Boston, MA

1d•Remote

About The Position

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.

Requirements

Have 8+ years in digital experience strategy, .com product management, or a hybrid digital/marketing role — shaping website experiences, not just campaign strategy
Have translated marketing campaign goals into concrete digital site requirements
Are opinionated about what good UX looks like and comfortable defending your strategy when stakeholders push back
Think holistically — you connect dots across channels and touchpoints and can't stand disjointed experiences
Make decisions using analytics, UX research, and behavioral data
Can navigate ambiguity and find simple, clear solutions when the problem is messy
Understand B2B buying dynamics and multi-stakeholder decision-making
Can build alignment across marketing and product orgs without losing the thread of what the customer actually needs
Have worked closely with UX, engineering, agencies, and product teams to ship
Can prototype with AI tools like Claude Code

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