Global People Employee Experience Director

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
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 lifecycle
• Develop enablement assets with DT and STEP-templates, integration standards, and design patterns-to accelerate reuse and reduce time-to-value
• Coach and uplift product squads on experience principles, accessibility, and platform capabilities to maximize impact at scale

Integrate 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 journey
• Work across GP to prioritize research and UX efforts to be executed by STEP/DT-focus on the highest-value journeys and outcomes
• Partner with STEP/DT on the persona program-define, evolve, and operationalize personas so decisions and designs are consistent across journeys
• Establish dashboards and scorecards that measure adoption, satisfaction, and reuse-ensuring instrumentation and data quality with People Analytics/Data & Analytics
• Lead shared planning and governance rituals to align priorities, sequence work, and ensure decisions are data-informed and experience-led

Scale 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 products
• Act as "Customer Zero" for EX capabilities-pilot, harden, and showcase best-in-class use cases before wider rollout
• Champion responsible AI and data practices (transparency, consent, feedback loops, human-in-the-loop) across employee-facing solutions

Drive 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 capabilities
• Facilitate joint operating rhythms and governance between Product, STEP, and DT to ensure clarity on intake, prioritization, and KPI review
• Translate journey strategies into clear requirements, outcomes, and experience KPIs for product squads
• Be the GP thought leader for eSAT and eNPS across product and service journeys-set standards, analyze trends, and drive improvements in employee satisfaction

Success Metrics

• Cross-journey consistency and reuse of shared patterns and capabilities
• AI assistant adoption and measurable lift in employee satisfaction for target journeys
• Increased platform reuse across product teams and reduced time-to-value for new experiences
• Evidence-led decision making: instrumented experiments, insight-to-action cycle time, and adoption of dashboards by product leaders
• Effective governance: predictable planning/retros cadence and resolved dependencies across STEP/DT and product teams

Key Partnerships

• Product Insights (People Analytics/Data & Analytics) for instrumentation, dashboards, experimentation, and outcomes tracking
• UX and Research (STEP/DT) to embed evidence-based design and shared patterns into delivery
• Product teams across COEs to integrate platform-powered features and scale best practices across journeys

Qualifications
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 domains
• Demonstrated success navigating federated or domain-led organizations and aligning executives, engineering, design, and analytics stakeholders around a shared strategy
• Fluency in systems thinking; balance strategic storytelling with technical tradeoffs and delivery
• Strong bias for action with an agile delivery orientation and measurable impact mindset
• Experience with AI/ML-enabled experiences and assistants in enterprise contexts; comfort with responsible AI principles
• Familiarity with ServiceNow EX capabilities (e.g., My ServiceNow, My Assist) and platform reuse patterns preferred

Additional Information
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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