About this role
Role
The Global People Employee Experience Director will be the connective tissue between employee journeys and the platforms that power them—enabling every product team to design, deliver, and scale consistent, human-centered experiences. In partnership with STEP and DT, this leader ensures shared capabilities and design standards are used consistently across lifecycle journeys.
Act as the Employee Experience Enablement Leader
Orchestrate cross-journey design standards and patterns so product teams deliver experiences that are consistent, intuitive, and scalable across the lifecycleDevelop enablement assets with DT and STEP—templates, integration standards, and design patterns—to accelerate reuse and reduce time-to-valueCoach and uplift product squads on experience principles, accessibility, and platform capabilities to maximize impact at scaleIntegrate Insights, UX, and Research into Delivery
Co-design discovery frameworks with Product Insights and Research; translate insights into actionable product decisions and outcomes for each journeyWork across GP to prioritize research and UX efforts to be executed by STEP/DT—focus on the highest‑value journeys and outcomesPartner with STEP/DT on the persona program—define, evolve, and operationalize personas so decisions and designs are consistent across journeysEstablish dashboards and scorecards that measure adoption, satisfaction, and reuse—ensuring instrumentation and data quality with People Analytics/Data & AnalyticsLead shared planning and governance rituals to align priorities, sequence work, and ensure decisions are data-informed and experience-ledScale Shared Platform Capabilities for EX
Partner with STEP/DT to co-own the experience roadmap for shared capabilities (e.g., My ServiceNow, My Assist, search, and AI-powered interactions) and drive consistent adoption across productsAct as “Customer Zero” for EX capabilities—pilot, harden, and showcase best-in-class use cases before wider rolloutChampion responsible AI and data practices (transparency, consent, feedback loops, human-in-the-loop) across employee-facing solutionsDrive Cross-Functional Alignment and Thought Leadership
Serve as a thought leader and connector across product, UX, research, STEP, and DT—evangelizing an Employee Experience vision and the value of shared capabilitiesFacilitate joint operating rhythms and governance between Product, STEP, and DT to ensure clarity on intake, prioritization, and KPI reviewTranslate journey strategies into clear requirements, outcomes, and experience KPIs for product squadsBe the GP thought leader for eSAT and eNPS across product and service journeys—set standards, analyze trends, and drive improvements in employee satisfactionSuccess Metrics
Cross-journey consistency and reuse of shared patterns and capabilitiesAI assistant adoption and measurable lift in employee satisfaction for target journeysIncreased platform reuse across product teams and reduced time-to-value for new experiencesEvidence-led decision making: instrumented experiments, insight-to-action cycle time, and adoption of dashboards by product leadersEffective governance: predictable planning/retros cadence and resolved dependencies across STEP/DT and product teamsKey Partnerships
Product Insights (People Analytics/Data & Analytics) for instrumentation, dashboards, experimentation, and outcomes trackingUX and Research (STEP/DT) to embed evidence-based design and shared patterns into deliveryProduct teams across COEs to integrate platform-powered features and scale best practices across journeys To be successful in this role you have:
10+ years of experience across employee experience, product, design/UX, or related fields, spanning both business-focused and technical domainsDemonstrated success navigating federated or domain-led organizations and aligning executives, engineering, design, and analytics stakeholders around a shared strategyFluency in systems thinking; balance strategic storytelling with technical tradeoffs and deliveryStrong bias for action with an agile delivery orientation and measurable impact mindsetExperience with AI/ML-enabled experiences and assistants in enterprise contexts; comfort with responsible AI principlesFamiliarity with ServiceNow EX capabilities (e.g., My ServiceNow, My Assist) and platform reuse patterns preferred 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 law. In 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 [email protected] 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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