Our companies are made up of insanely talented people driven to change the world — and many of them are hiring. If you have drive, expertise, and a taste for adventure, we wholeheartedly encourage your interest.
Element AI
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.
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.
To be successful in this role you have:
5–8 years of experience in product strategy, strategic communications, or business operations within high-growth SaaS or technology environments.
Proven ability to manage complex, cross-functional initiatives with enterprise impact and drive strategic alignment.
Strong understanding of customer experience workflows, digital support channels, or success operations.
Experience working with modern enterprise platforms such as ServiceNow, Salesforce, or Adobe Experience Cloud.
Excellent communication and stakeholder engagement skills, including experience preparing materials for executive audiences and translating complex concepts into compelling narratives.
Analytical and detail-oriented, with a passion for creating human-centered, digitally scalable experiences.
Demonstrated ability to facilitate strategic planning processes and drive cross-functional collaboration.
The Connected Customer Experience (CCX) team, embedded into ServiceNow’s Digital Technology (DT) group, is transforming how we serve customers across every touchpoint---by building intelligent, scalable, and human-centered solutions on the Now Platform. We're looking for leaders who are passionate about shaping the future of customer experience through data, strategy, and operational excellence.
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 becoming the defining enterprise software company of the 21st century. We love co-creating, using, and highlighting our own products to do it.
Ultimately, we strive to make the world work better for employees and customers—when you work in ServiceNow Digital Technology, you work for them.
For positions in this location, we offer a base pay of $102,900 - $169,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.