Senior Business Strategy Specialist

Summary

Join ServiceNow as a Senior Business Strategy Specialist and drive cross-functional alignment through impactful product narratives, strategic planning, and effective communication. Collaborate with product, engineering, architecture, and digital technology teams to define and articulate the product vision, strategy, and roadmap for Connected Customer Experience (CCX) initiatives. Translate complex product concepts into clear, compelling stories for diverse audiences, serving as a strategic advisor and skilled communicator. Lead strategic planning cycles, OKR development, and cross-functional alignment to ensure successful delivery of CCX capabilities. Monitor success metrics across product initiatives and leverage data and analytics to guide prioritization and strategy adjustments. Shape internal narratives that connect platform innovation to frontline impact and customer value. The role requires strong communication, stakeholder engagement, and analytical skills.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• 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

Responsibilities

• 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
• 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
• 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
• 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

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs