Senior Digital Experience Lead

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

The Senior Digital Experience Lead for buying groups translates integrated marketing campaigns into executable digital journey strategies across web, email, nurture, and ABM. This role sits between marketing strategy and digital execution—defining what buying group journeys should be, not how they're technically configured.

You'll own end-to-end journey strategy for AI, IT, Employee Experience or CRM audiences: defining stages, progression logic, content needs, and personalization rules. You'll work with Product Marketing to translate their campaign intent into digital strategies, and partner with Digital Product Managers to bring those experiences to life.

Responsibilities

• Define digital journey strategy for AI, IT, Employee Experience or CRM audiences—including stage definitions, progression criteria, and success metrics
• Translate Product Marketing's integrated campaigns into clear digital experience requirements: what content is needed, how it should adapt by persona and stage, and what "good progression" looks like
• Design cross-channel orchestration strategy—how web, email, nurture, and ABM connect into cohesive journeys rather than disjointed touchpoints
• Establish personalization rules: when to show content, how to adapt by buying group role, company size, industry, and engagement level
• Collaborate with Product Marketing, Media, UX, Digital Product Management, Copywriting, Engineering and agency partners to align strategies and execute
• Define success metrics and progression frameworks; use analytics and behavioral data to validate strategies and identify optimizations
• Create reusable journey frameworks and content standards that scale across audiences and campaigns without building bespoke experiences
• Provide performance insights to Product Marketing: journey friction, content gaps, progression bottlenecks

Qualifications

What You Bring

You're a product strategist who thinks holistically about customer journeys, business outcomes, and organizational dynamics. You're curious, digging into problems before jumping to solutions. You rally cross-functional teams around a shared vision and use data to build consensus.

You have an eye for great experiences and hold teams to high standards. You're collaborative but push back diplomatically when needed. You're motivated by transformation, building frameworks that enable the organization to move faster while delivering exceptional, measurable experiences.

Minimum Qualifications

• 8+ years in product management, product strategy, digital experience strategy, or marketing strategy at B2B SaaS or enterprise tech companies
• Proven experience defining customer journey strategies and translating marketing goals into actionable digital experiences
• Deep understanding of B2B buying groups, enterprise buying dynamics, and multi-stakeholder decision-making
• Strong stakeholder management with ability to influence senior leaders and build cross-functional alignment
• Data-driven decision maker using analytics, behavioral insights, and engagement metrics to guide strategy
• Experience partnering with marketing, lifecycle, and campaign teams on GTM strategy and execution

Preferred Qualifications

• UX background or training with strong design sensibility
• Experience in marketing organizations or working closely with integrated marketing teams
• Knowledge of personalization, ABM, buying group marketing, lifecycle marketing or multi-channel orchestration strategies

For positions in this location, we offer a base pay of $155,400 - $272,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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