Full-Time Principal Experience Strategist

We are seeking a Principal Experience Strategist to join our Digital Technology Experience Design (XD) team and help shape the future of AI and Experience Design at ServiceNow. This is a highly strategic, individual contributor role designed to amplify impact through insight, influence, and execution.

As a Principal Experience Strategist, you’ll operate as a trusted partner to senior leaders, helping define AI experience strategy, drive key experience priorities, and bring vision to life through compelling storytelling and structured execution. Your work will span high-stakes initiatives, strategic roadmaps, organizational communications, and decision-making materials. This role requires a balance of strategic foresight and hands-on execution in fast-moving and often ambiguous environments.

What you get to do in this role:

• Drive AI Experience Innovation: Serve as a catalyst for AI experience strategy, helping position ServiceNow as an AI-first organization.
• Strategic Thought Partnership: Act as a trusted advisor to XD and DT leadership, helping shape priorities, define direction, and guide key initiatives.
• Lead Cross-Functional Initiatives: Take ownership of high-impact experience efforts, moving ideas from early concept to execution readiness with structure, clarity, and urgency.
• Facilitate Strategic Planning: Operate as the connective tissue across functions, enabling alignment and momentum through structured planning and facilitation.
• Drive Organizational Clarity: Lead communication efforts across XD to ensure consistent messaging, day-to-day alignment, and proactive coordination.
• Navigate Ambiguity with Confidence: Bring structure and action to early-stage, complex, or undefined challenges with a solutions-first mindset.
• Own Rhythm of Execution: Track progress, manage reporting, and keep stakeholders focused and informed.
• Deliver Executive Communications: Create compelling executive-level presentations and storytelling artifacts to align teams and enable strategic decisions.
• Operate with Speed and Depth: Produce high-quality, executive-ready outputs under tight timelines—without sacrificing clarity or intent.

Preferred Qualifications:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 15+ years of relevant design experience.
• User-Centered Mindset: Deep experience in Experience Design disciplines such as UX Strategy, Research, or Design.
• Strategic and Operational Acumen: Proven background in strategy, operations, consulting, or a similarly complex, high-impact environment.
• Strong Ownership and Initiative: Able to thrive under pressure and lead through ambiguity with confidence.
• Exceptional Storytelling: Communicates clearly and persuasively across formats—written, visual, and verbal.
• Fast, Focused Execution: Capable of quickly translating abstract or complex topics into actionable insights and plans.
• Stakeholder Management: Builds and maintains trusted relationships with senior leaders, driving alignment through influence and partnership.
• Change Leadership: Flexible and resilient in evolving environments, demonstrating calm, clarity, and direction during change.

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