Principal Experience Strategist

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. Youll 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 youll 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 timelineswithout 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 AIs 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 formatswritten 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 $195700 - $342500 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 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 :

Yes

Employment Type :

Full-time