Responsibilities

• Define Our Digital Narrative Strategy - Own the strategic framework for how ServiceNow tells its story across digital experiences. - Translate business priorities, product strategy, and buying-group journeys into narrative frameworks, content models, and reusable experience patterns. - Ensure every experience reinforces a coherent story while adapting to different audiences, buying stages, and channels. - Develop content strategies that balance customer needs, business objectives, search behavior, and AI discoverability. Build AI-Ready Content Systems - Define structured content models that improve discoverability across traditional search, AI-powered search, conversational experiences, personalization engines, and emerging agentic interfaces. - Develop approaches that make content modular, reusable, and optimized for both humans and machines. - Help shape how ServiceNow's content strategy evolves as AI fundamentally changes how buyers discover, evaluate, and consume information. - Partner with Engineering and Experience Architecture to ensure our content foundation is ready for the next generation of digital experiences. Shape Digital Experiences - Partner closely with Experience Strategy to define the content strategy behind our highest-value customer journeys. - Work alongside Experience Architecture to ensure information architecture, navigation, metadata, taxonomy, and content structure reinforce customer goals. - Collaborate with Product Marketing and Brand to translate messaging into effective digital experiences. - Guide content strategy for flagship experiences including homepage, product pages, solution journeys, launches, campaigns, and emerging AI experiences. Lead Editorial Strategy & Quality - Serve as the editorial steward for ServiceNow's digital experiences, ensuring content is clear, consistent, useful, and aligned with our voice and customer needs. - Establish editorial standards that balance Product Marketing objectives, customer understanding, SEO, AI discoverability, and digital experience quality. - Review high-impact digital experiences and provide strategic editorial direction—not simply line edits—to improve clarity, narrative flow, and customer comprehension. - Partner with copywriters, Product Marketing, Brand, Creative, and UX Writing to elevate the overall quality of ServiceNow's digital storytelling. - Identify duplication, fragmentation, and unnecessary complexity across our digital ecosystem, helping simplify our content portfolio over time. - Bring strong editorial judgment to what belongs on ServiceNow.com, ensuring every experience earns its place and advances the customer journey. Lead Content Governance - Establish scalable governance, standards, playbooks, and best practices that improve consistency while enabling teams to move faster. - Define lifecycle strategies for creating, evolving, consolidating, and retiring content across a complex global website. - Lead strategic content audits and identify opportunities to simplify, modernize, and improve our digital ecosystem. - Develop reusable frameworks and guidance that empower distributed teams while maintaining a consistently high quality bar. Drive Optimization - Partner with SEO, Analytics, and Experimentation teams to understand how content performs. - Use behavioral data, search insights, AI discovery trends, customer research, and market intelligence to identify opportunities and prioritize improvements. - Translate performance insights into actionable recommendations that improve engagement, buying-group progression, discoverability, and conversion. - Champion a culture of continuous experimentation and evidence-based content strategy. Enable the Organization - Build frameworks that empower marketers, product teams, and content creators to develop better digital experiences independently. - Develop guidelines, training, office hours, and governance that improve quality without slowing delivery. - Serve as ServiceNow's thought leader for digital content strategy, editorial excellence, and AI-ready content. - Influence cross-functional teams through expertise, relationships, and clear strategic direction rather than formal authority. What Success Looks Like - ServiceNow communicates with greater clarity, consistency, and confidence across every digital experience. - Buyers find the right information faster and progress more effectively through complex buying journeys. - Content is structured for discoverability across search engines, AI assistants, conversational interfaces, and personalized experiences. - Teams create higher-quality experiences through shared standards instead of reinventing approaches. - The digital content portfolio becomes simpler, more intentional, and easier to maintain. - Editorial quality improves across ServiceNow.com, with clearer storytelling, stronger customer focus, and fewer redundant or low-value experiences. - Content investments are informed by customer behavior, experimentation, and measurable business outcomes.

Requirements

• 10+ years leading digital content strategy, experience strategy, enterprise content programs, or editorial strategy for large-scale digital properties.
• Deep experience developing content strategies for enterprise websites and digital experience platforms.
• Demonstrated success creating content governance, editorial standards, content models, taxonomy, information architecture, or digital publishing frameworks.
• Strong editorial instincts with proven ability to improve clarity, simplify complex topics, and elevate content quality across large organizations.
• Experience partnering across Product Marketing, Brand, UX, Design, SEO, Analytics, and Engineering.
• Expertise using SEO, behavioral analytics, customer research, and market insights to shape content strategy.
• Strong understanding of structured content, content management systems, and modern publishing platforms.
• Familiarity with personalization, experimentation, and optimization practices.
• Excellent communication and executive influence skills with experience driving alignment across cross-functional organizations.

Preferred

• Experience building content strategies for AI-powered experiences, conversational interfaces, or emerging search paradigms.
• Experience with enterprise CMS platforms such as Adobe Experience Manager.
• Experience developing content models that support personalization and omnichannel delivery.
• Experience leading large-scale website transformations or content modernization initiatives.
• Background in enterprise B2B technology or SaaS.
• Experience using AI to accelerate content analysis, governance, and content strategy development.
• Experience defining digital standards, playbooks, and enablement programs for decentralized organizations.

Benefits

• 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.