People Experience Activation 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
What you get to do in this role:
People Experience Activation Director serves as the outbound product leader for Global People's portfolio of employee-facing products and experiences.
This role ensures that every product designed and delivered by HR Product Teams achieves broad adoption, measurable impact, and continuous improvement.
You will lead the go-to-market and activation strategy for new and enhanced products across the employee lifecycle - connecting technical readiness with human adoption. Working in close partnership with DT's Product Activation team, you'll ensure seamless launches, clear storytelling, and sustained engagement that improves the way employees and leaders experience work every day.
Key accountabilities:
Activation Strategy & Planning

• Own the end-to-end activation lifecycle for assigned HR products-from early readiness through sustained adoption
• Define clear success criteria, OKRs, and KPIs tied to experience, utilization, and business outcomes
• Segment audiences and tailor activation approaches for employees, managers, leaders, and People teams
• Collaborate with People Analytics to measure adoption, satisfaction, and impact through dashboards and the AI Control Tower

Go-to-Market & Launch Enablement

• Co-create positioning, narratives, and value stories that connect product capabilities to real business needs
• Lead launch readiness in partnership with Product Managers, DT, and Communications-integrating messaging, training, and support experiences
• Ensure launches are AI-ready and include clear guidance for responsible and effective AI use
• Maintain a unified activation calendar with DT Product Activation for synchronized enterprise releases

Adoption & Engagement

• Drive early adoption and sustained engagement through campaigns, champions, and community programs
• Leverage behavioral data and feedback to optimize engagement tactics and close adoption gaps
• Partner with regional HR teams to adapt activation for local context and culture
• Establish and manage a network of Leader Advocates and Product Champions to amplify usage

Feedback, Insights & Continuous Improvement

• Lead structured feedback loops with employees, leaders, and People Support to surface product experience insights
• Combine employee sentiment with system analytics to produce actionable insights for Product Managers and COEs
• Facilitate post-launch retrospectives to codify lessons learned and inform future releases
• Maintain real-time adoption dashboards and share progress in People Portfolio reviews

Partnership & Governance

• Operate in a dual activation model with DT-DT owns platform readiness; HR owns human adoption and experience outcomes
• Represent HR Product in the enterprise release council and ensure consistent cross-functional alignment
• Partner with the AI Steering Committee and AI Enablement Teams to track adoption, quality, and responsible use of AI-driven products
• Build trusted relationships across COEs, HRBPs, and business leaders to sustain momentum and drive continuous improvement

What Success Looks Like

• ≥ 70 % active use of new HR products within 90 days of launch
• Documented uplift in employee experience metrics (eNPS, satisfaction, task completion time)
• Clear linkage between product adoption and business or people outcomes (productivity, engagement, retention)
• Demonstrated continuous improvement velocity-insights acted on each quarter
• Recognized by peers as a model for product-led change management and enablement

Qualifications
What We're Looking For:

• 8 + years of experience in Product Marketing, Product Operations, Employee Experience, or Change Enablement-preferably in a global, technology-driven enterprise
• Proven success in driving adoption and lifecycle management of HR or EX products
• Strong ability to translate technical capabilities into compelling, human-centered stories
• Data-literate and comfortable managing dashboards, analytics, and adoption metrics
• Exceptional stakeholder management and communication skills; proven success influencing across HR, IT, and business leadership
• Experience with AI-enabled HR solutions or digital adoption platforms preferred
• Growth mindset and passion for building the connective tissue between technology, people, and purpose

Why This Role Matters
Global People is transforming how HR operates-moving from service delivery to a product-led, AI-enabled operating model.
People Experience Activation is the outward-facing engine of that change: ensuring every HR product we build is understood, adopted, and loved by the people it serves. You'll help shape the blueprint for what "Customer Zero" looks like inside ServiceNow-an HR function that designs like a product team, launches like a startup, and continuously learns like an AI-native enterprise.
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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