Introduction

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.

Your tasks

Job Description

As the Head of Executive Experience for our Innovation Center in Munich, 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 Munich Innovation Center, ensuring alignment with global objectives while maintaining local market relevance
• Drive center excellence through leadership of Experience Consultants, fostering a culture of innovation and exceptional service delivery
• Coach and guide our EC’s to be high performing consultants 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 truly global destination that showcases ServiceNow culture, yet supports your local cultural nuance
• 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 elevateyour own personal brand, as well as the program repuation.
• Partner with cross-functional teams to ensure seamless center operations and exceptional customer experiences, such as WPS, Marketing, Global Center Mangement 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

Your profile

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

We offer

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. 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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