Head of Executive Experience

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
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
As the Head of Executive Experience for our Innovation Centers, you will be the strategic leader responsible for bringing ServiceNow's technology story to life through immersive, high-impact customer experiences. This pivotal leadership role combines strategic thinking with operational excellence to drive the success of one of our eight global Innovation Centers.
Key Strategic Responsibilities:

• Lead the vision and strategic direction of the Innovation Center, ensuring alignment with global objectives while maintaining local market relevance
• Drive center excellence through leadership of Experience Consultants and Coordinators, fostering a culture of innovation and exceptional service delivery
• Coach and guide our Consultants and Coordinators to be high performing, ensuring customer centricity and white glove excellence in all execution
• Architect and orchestrate compelling, technology-driven customer experiences that minimize traditional presentations and maximize hands-on engagement
• Serve as a trusted advisor to senior executives and sales leadership in your region, providing strategic consultation to accelerate pipeline and drive business outcomes
• Oversee the day-to-day operations of our Centers, developing playbooks that allow our EEC team to operate in alignment, consistently and at scale
• Ensure global consistency across your center to be a truly global destination that showcases ServiceNow culture, yet supports your local cultural nuance
• Identify opportunities to provide elite experiences to our most valuable customers in your Center, develop a process and train teams
• Champion the evolution of our Innovation Center experiences, constantly pushing boundaries to showcase ServiceNow's capabilities in new and impactful ways
• Deliver experiences for our VIP accounts, where you will own, drive and execute outstanding agendas for our Marquee programs
• Develop an annual plan that articulates core sales alignment opportunities, reporting schedules and activities that insists on our close interlock with the GTM organization.

Leadership & Team Development:

• Build and mentor a high-performing team of Experience Consultants, fostering a culture of excellence and continuous improvement
• Develop and implement best practices that can be scaled across our global Innovation Center network through playbooks and how to guides
• Create professional development pathways for team members, ensuring growth opportunities and skill enhancement by supporting their IDPs
• Attend, present and lead cross functional meetings and activities that elevate your own personal brand, as well as the program reputation.
• Partner with cross-functional teams to ensure seamless center operations and exceptional customer experiences, such as WPS, Marketing, Global Center Management and Leadership

Innovation Center Excellence:

• Design and implement innovative approaches to storytelling and technology demonstrations that bring ServiceNow's value proposition to life
• Drive the center's strategic initiatives, including experience design, content development, and customer journey mapping
• Establish and maintain strategic relationships with key stakeholders across Sales, Marketing, Product, and Executive teams
• Lead the development of center-specific KPIs and metrics to demonstrate impact and ROI
• Orchestrate high-stakes executive engagements that accelerate deal velocity and strengthen customer relationships
• Activate the demo rooms, and experiential zones to ensure technology first story-telling

Qualifications
In order to be successful in this role, we need someone who has:
Required Qualifications:

• 10+ years of experience in strategic customer-facing roles, with 5+ years in leadership positions
• Proven track record of leading high-performing teams in a dynamic, technology-driven environment
• Strong executive presence and ability to influence senior stakeholders
• Deep understanding of enterprise technology landscape and ability to translate complex solutions into compelling narratives
• Deep understanding of Executive Briefing principles, and or Executive Campaigns, and or Executive Marketing practice.
• Experience in designing and delivering high-impact customer experiences
• Bachelor's degree in Business, Marketing, Technology, or related field; MBA preferred

Key Competencies:

• Strategic thinking with exceptional execution capabilities
• Strong leadership and team development skills
• Excellence in stakeholder management and executive communications
• Ability to drive innovation and change in a fast-paced environment
• Data-driven decision-making capability
• Proven ability to build and maintain strategic partnerships
• Outstanding problem-solving and analytical skills
• Change agent, who adapts to the their environment

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
For positions in this location, we offer a base pay of $145,900 - $255,400, 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.
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. Learn more here .
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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