Senior Business Strategy Specialist
Senior Business Strategy Specialist
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1 Vacancy
Job Description
Role Overview
The Senior Business Strategy Specialist will drive cross-functional clarity and alignment through impactful product narratives strategic planning and effective communication. This role sits at the intersection of product management executive storytelling and strategic execution shaping the why what and how behind our product direction and bringing it to life for both internal and external audiences.
Reporting to the Head of Product Strategy for Connected Customer Experience (CCX) this individual will collaborate closely with product engineering architecture and digital technology teams to define and articulate CCXs product vision strategy and roadmap. A key focus of this role is translating complex product concepts into clear compelling stories for diverse audiences including customers engineers and executives. This role serves as both a strategic advisor and a skilled communicator helping drive alignment momentum and measurable business outcomes through effective storytelling and communication.
Key Responsibilities
Product Strategy
Collaborate with product design engineering and business leaders to define and communicate the product vision strategy and roadmap for CCX initiatives.
Lead strategic planning cycles OKR development and cross-functional alignment to ensure successful delivery of CCX capabilities across support success and digital teams.
Analyze competitive customer and market insights to inform strategic priorities.
Translate digital strategy into actionable scalable execution plans in partnership with technology product and operational teams.
Ensure alignment with enterprise priorities such as AI acceleration self-service and digital CSAT improvement.
Strategic Communications
Develop and scale internal communications that bring clarity of purpose product direction and engagement to global customer- and partner-facing teams.
Create executive-level narratives and presentations that connect product initiatives to business priorities for stakeholders including the Board C-suite customers and analysts.
Partner with marketing and enablement teams to align messaging across internal and external channels.
Build executive-facing materials that clearly communicate product progress and link initiatives to measurable outcomes.
Support the Head of Product Strategy with briefings business reviews and leadership updates.
Storytelling & Messaging
Translate complex product concepts into clear engaging stories for audiences ranging from engineers to executives to customers.
Develop messaging frameworks that communicate product value differentiation and innovation in the customer experience space.
Own and evolve the product storytelling voice and tone across all channels.
Shape internal narratives that connect platform innovation to frontline impact and customer value.
Create communications that resonate across a variety of technical and business audiences.
Data-Driven Strategy & Measurement
Monitor success metrics across product initiatives including platform adoption efficiency gains CSAT and digital containment.
Leverage data and analytics to guide prioritization identify risks and adjust strategy as needed.
Partner with insights finance and operations teams to validate business value and product impact.
Track execution milestones and key performance indicators to assess progress and business outcomes.
Qualifications :
To be successful in this role you have:
- 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 AIs potential impact on the function or industry.
58 years of experience in product strategy strategic communications or business operations within high-growth SaaS or technology environments.
Proven ability to manage complex cross-functional initiatives with enterprise impact and drive strategic alignment.
Strong understanding of customer experience workflows digital support channels or success operations.
Experience working with modern enterprise platforms such as ServiceNow Salesforce or Adobe Experience Cloud.
Excellent communication and stakeholder engagement skills including experience preparing materials for executive audiences and translating complex concepts into compelling narratives.
Analytical and detail-oriented with a passion for creating human-centered digitally scalable experiences.
Demonstrated ability to facilitate strategic planning processes and drive cross-functional collaboration.
The Connected Customer Experience (CCX) team embedded into ServiceNows Digital Technology (DT) group is transforming how we serve customers across every touchpoint---by building intelligent scalable and human-centered solutions on the Now Platform. Were looking for leaders who are passionate about shaping the future of customer experience through data strategy and operational excellence.
About Digital Technology
Were not yesterdays IT departmentwere Digital Technology. The world around us keeps changing and so do we. Were redefining what it means to be IT with a mindset centered on transformation experience AI-driven automation innovation and growth. Were all about delivering delightful secure customer and employee experiences that accelerate ServiceNows journey to becoming the defining enterprise software company of the 21st century. We love co-creating using and highlighting our own products to do it.
Ultimately we strive to make the world work better for employees and customerswhen you work in ServiceNow Digital Technology you work for them.
For positions in this location we offer a base pay of $102900 - $169800 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 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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Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
