Senior Business Strategy Specialist

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

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 CCX's 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 AI's potential impact on the function or industry.

• 5–8 years of experience in product