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,