Principal Experience Strategist

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
Team & Role
We are seeking a Principal Experience Strategist to join our Digital Technology Experience Design (XD) team and help shape the future of AI and Experience Design at ServiceNow. This is a highly strategic, individual contributor role designed to amplify impact through insight, influence, and execution. You'll play a pivotal role in shaping how XD and DT operate in an AI-Native environment, developing strategy, enabling clarity and alignment, communicating vision, and driving forward the most important work across the organization.
As a Principal Experience Strategist, you'll operate as a trusted partner to senior leaders, helping define AI experience strategy, drive key experience priorities, and bring vision to life through compelling storytelling and structured execution. Your work will span high-stakes initiatives, strategic roadmaps, organizational communications, and decision-making materials. This role requires a balance of strategic foresight and hands-on execution in fast-moving and often ambiguous environments.
What you get to do in this role:

• Drive AI Experience Innovation: Serve as a catalyst for AI experience strategy, helping position ServiceNow as an AI-first organization. Identify forward-looking opportunities that solve real problems for employees, partners, and customers.
• Strategic Thought Partnership: Act as a trusted advisor to XD and DT leadership, helping shape priorities, define direction, and guide key initiatives.
• Lead Cross-Functional Initiatives: Take ownership of high-impact experience efforts, moving ideas from early concept to execution readiness with structure, clarity, and urgency.
• Facilitate Strategic Planning: Operate as the connective tissue across functions, enabling alignment and momentum through structured planning and facilitation.
• Drive Organizational Clarity: Lead communication efforts across XD to ensure consistent messaging, day-to-day alignment, and proactive coordination.
• Navigate Ambiguity with Confidence: Bring structure and action to early-stage, complex, or undefined challenges with a solutions-first mindset.
• Own Rhythm of Execution: Track progress, manage reporting, and keep stakeholders focused and informed.
• Deliver Executive Communications: Create compelling executive-level presentations and storytelling artifacts to align teams and enable strategic decisions.
• Operate with Speed and Depth: Produce high-quality, executive-ready outputs under tight timelines-without sacrificing clarity or intent.

Qualifications
Preferred Qualifications:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 15+ years of relevant design experience.
• User-Centered Mindset: Deep experience in Experience Design disciplines such as UX Strategy, Research, or Design.
• Strategic and Operational Acumen: Proven background in strategy, operations, consulting, or a similarly complex, high-impact environment.
• Strong Ownership and Initiative: Able to thrive under pressure and lead through ambiguity with confidence.
• Exceptional Storytelling: Communicates clearly and persuasively across formats-written, visual, and verbal.
• Fast, Focused Execution: Capable of quickly translating abstract or complex topics into actionable insights and plans.
• Stakeholder Management: Builds and maintains trusted relationships with senior leaders, driving alignment through influence and partnership.
• Change Leadership: Flexible and resilient in evolving environments, demonstrating calm, clarity, and direction during change.

Basic Qualifications:

• Experience participating in the complete product development lifecycle of web and/or software applications.
• Experience in user experience design or industry experience (corporate, software, web or agency)

For positions in this location, we offer a base pay of $195,700 - $342,500, 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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