Senior Staff Digital Adoption Experience Manager

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

About Digital Technology:

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth.

We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. 

Ultimately, we strive to make the world work better for our employees and customers when you work in ServiceNow Digital Technology, you work for them. 

Summary:

We are looking for a passionate and results-oriented Sr. Digital Adoption Experience Manager to lead the strategy and development of our user adoption initiatives. You must be a creative, resourceful, and motivated individual with a knowledge of how users interact with systems, how to communicate to that userbase, and make their user experience as enjoyable as possible. You will be responsible for creating a seamless user experience across our digital tools and systems, driving user engagement and achieving key business outcomes.

What you get to do in this role:   

• Lead the development and execution of a comprehensive digital adoption strategy, leveraging WalkMe or a similar platform.
• Conduct user research and analyze user behavior to identify pain points and opportunities for improvement.
• Design, develop, and implement user-centric solutions to enhance user adoption and satisfaction.
• Continuously explore new and innovative ways of utilizing the WalkMe digital adoption platform to engage audiences while transferring skills/knowledge and driving sustainable behavior change.
• Partner with cross-functional teams (technical, enablement, business) to ensure successful implementation and communication of digital adoption initiatives.
• Develop and manage a product roadmap for digital adoption tools and features.
• Monitor and analyze adoption metrics and translate data into actionable insights for continuous improvement.
• Communicate complex product information and user needs to diverse audiences (stakeholders, customers, partners).

Qualifications

To be successful in this role you have:

• 7-9+ years of experience in user experience design, digital adoption, or a related field.
• Strong understanding of adult learning principles and user-centered design methodologies.
• Experience with product management frameworks and roadmap creation.
• Proven ability to analyze user research and translate insights into actionable product strategies.
• Excellent communication, collaboration, and presentation skills.
• Passion to understand the user and design/solution to meet their needs.
• Experience working in a fast-paced, high-growth environment.

Bonus points:

• Experience with a digital adoption platform (WalkMe preferred).
• 12+ years of experience (including experience leading teams and coaching others