Senior Learning Strategist, Expert Programs

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

As a Senior Learning Strategist, you will collaborate with senior leadership across ServiceNow University to define and execute a learning strategy that drives measurable business outcomes for customers, partners, and internal learners. Your work will focus on aligning learning programs with strategic priorities, ensuring that learners develop the critical skills needed to maximize their success with ServiceNow solutions.

You will conduct needs analyses to assess learning gaps, design and develop instructional solutions, and manage curriculum development efforts. Additionally, you will evaluate learning outcomes, continuously refining programs based on learner performance data, customer objectives, and product evolution.

A key part of this role will be leveraging AI-powered tools to enhance learning experiences, streamline content development, and provide personalized learning pathways.

What you get to do in this role:   

• Lead the design, development, and execution of learning programs and curricula that align with ServiceNow University’s goals and learner needs.
• Apply instructional design principles to create engaging, effective, and scalable learning experiences, leveraging best practices in adult learning and competency-based education.
• Conduct needs assessments and skills gap analyses to inform curriculum development strategies.
• Identify content and curriculum updates based on product/solution changes, ensuring learning programs remain current and relevant.
• Develop and iterate on instructional assets, including e-learning, instructor-led training, and blended learning experiences.
• Use AI-driven tools to enhance content creation, improve learner engagement, and provide personalized learning pathways based on performance data.
• Analyze learner feedback, performance metrics, and survey results to optimize learning programs and ensure alignment with business goals.
• Partner with Delivery Managers and internal stakeholders to assess and prioritize enhancements based on learner and customer impact.
• Drive continuous improvement by integrating updates into instructional materials and digital learning experiences.
• Deliver on the curricula roadmap for existing and new learning programs within ServiceNow University.
• Provide direction and oversight to the Curriculum Development team, ensuring instructional materials support program goals and timelines.
• Partner with Certification and Curriculum Development teams to integrate competency-based credentials into learning programs.
• Collaborate with Customer Outcomes, Partner Enablement, Certification, and Curriculum Development teams to build learning programs that connect to business outcomes and role-based competencies.

Qualifications

To be successful in this role you have:

• 8+ years of experience in learning strategy, instructional design, curriculum development, or program management in a corporate learning environment.
• Hands-on experience designing and developing curriculum, applying instructional design methodologies, and creating engaging learning experiences.
• Expertise in AI-driven learning solutions, including adaptive learning, content automation, and AI-powered personalization tools.
• Deep knowledge of adult learning theories, instructional design principles, and competency-based education (formal education in these areas preferred).
• Strong project and program management skills, with the ability to manage multiple large-scale programs simultaneously.
• Experience leading cross-functional initiatives, aligning stakeholders, and driving learning strategy at the enterprise level.
• Ability to translate learning data into insights, using performance metrics to inform program decisions and demonstrate impact.
• Strong relationship-building skills and the ability to work effectively with senior executives, customers, and internal teams.
• Exceptional written and verbal communication skills, with experience presenting to executive stakeholders.
• Proficiency in AI-powered learning platforms, learning management systems (LMS), analytics tools, and