We are seeking a Web Experience Manager to own the content strategy, user experience, and performance optimization of Service Now's product and solution pages. This role will manage web experiences that educate customers about our platform, products, and solutions while delivering personalized content tailored to different buying group personas and their unique needs. The ideal candidate brings strong digital marketing expertise, a data-driven approach to optimization, and the ability to translate complex product positioning into compelling web experiences that guide customers toward informed buying decisions.

This role requires fluency in web experience management, conversion optimization, and the ability to operate independently while collaborating closely with Integrated Marketing, Product Marketing, Studio, and other cross-functional partners.

Responsibilities:

Content Strategy & Experience Management

• Own the content strategy and user experience for Service Now's product and solution pages, ensuring they effectively educate visitors about our platform capabilities, product features, and solution offerings
• Develop dynamic, personalized web experiences that deliver relevant messaging and content based on buying group persona, industry, and stage in the customer journey
• Partner closely with Integrated Marketing and Product Marketing to translate product positioning, launch strategies, and campaign briefs into compelling web page experiences
• Collaborate with Studio (Design), Publishing, Localization, and Brand teams to create visually engaging, on-brand pages that balance education with conversion objectives
• Establish content frameworks and messaging hierarchies that help visitors understand product value and make informed decisions about engaging with sales
• Maintain content governance for product and solution pages, ensuring accuracy, consistency, and alignment with broader marketing strategies

Testing, Optimization & Performance

• Design and execute comprehensive testing strategies (A/B tests, multivariate tests, personalization experiments) to continuously improve page performance and user engagement
• Own performance metrics for product and solution pages including engagement rates, bounce rate, scroll depth, content interaction, click-through rates, demo requests, and influenced conversions
• Leverage analytics, heatmaps, user surveys, and behavioral data to identify optimization opportunities and shape experience improvements
• Proactively propose and implement optimizations based on data insights, user feedback, and testing results
• Apply UX and design thinking principles to introduce new interaction patterns, content layouts, and engagement tactics that improve conversion
• Monitor competitive landscape and industry best practices to inform optimization strategies for product and solution content
• Report on page performance, test results, and recommendations to the Senior Manager of Web Experience and marketing stakeholders

Launch & Campaign Support

• Support multiple product launches per year, including coordination of live stream announcements and associated web experiences
• Manage the planning, content creation, and execution of product and solution page updates tied to marketing campaigns, launches, and go-to-market initiatives
• Coordinate timelines, dependencies, and reviews across Studio, Publishing, Localization, Product Marketing, and other teams to ensure on-time delivery
• Ensure launch experiences are optimized for engagement and conversion from day one, with ongoing testing and iteration post-launch

Stakeholder Collaboration

• Serve as the primary web experience contact for product and solution page initiatives, building strong relationships with Integrated Marketing and Product Marketing teams
• Communicate clearly with stakeholders to align on goals, requirements, timelines, and expected outcomes for web experiences
• Influence cross-functional partners to align around shared objectives and data-driven decision making
• Represent product and solution page initiatives effectively in planning forums, status reviews, and optimization discussions
• Partner with Product Management teams to communicate business needs for CMS capabilities that support dynamic content and personalization needs

Continuous Improvement & Knowledge Sharing

• Promote data-informed creativity and experimentation to drive continuous improvement in product and solution page performance
• Mentor peers on website tools, testing methodologies, tagging practices, and optimization techniques
• Contribute to broader web experience best practices, governance standards, and team knowledge sharing
• Stay current on digital experience trends, personalization strategies, and conversion optimization techniques

You Have:

• 5-7 years of experience in digital marketing, web experience management, web content strategy, or related fields
• Proven ability to manage multiple website experiences and user journeys end-to-end with limited oversight
• Strong expertise in conversion rate optimization (CRO), A/B testing, multivariate testing, and personalization strategies
• Demonstrated ability to connect analytics, UX design, and storytelling to improve conversion and engagement
• Experience translating product positioning and marketing strategies into effective web content and user experiences
• Highly analytical with ability to use insights from analytics, heatmaps, surveys, and behavioral data to shape website experiences
• Strong understanding of audience segmentation, buyer personas, and how to tailor content to different user needs
• Ability to balance customer needs with brand standards and business objectives in decision-making
• Excellent project management skills with ability to coordinate timelines, dependencies, and reviews across multiple teams
• Strong communication and stakeholder management skills with ability to influence cross-functional partners
• Self-directed with ability to operate independently, proactively identify opportunities, and drive results

Technology and Domain Expertise:

• Hands-on experience using web content management systems for creating, publishing, and optimizing content—Adobe Experience Manager (AEM Sites) strongly preferred
• Strong proficiency with web analytics platforms (Adobe Analytics preferred) and ability to analyze user behavior and measure content performance
• Experience with testing and optimization platforms (Adobe Target preferred) including test design, audience segmentation, and results analysis
• Understanding of personalization engines, dynamic content delivery, and how to implement targeted experiences for different audience segments
• Familiarity with SEO best practices, web accessibility standards (WCAG), and user experience principles
• Knowledge of marketing automation platforms (e.g., Marketo) and how web experiences integrate with lead capture and nurturing

Preferred Experience:

• B2B enterprise or SaaS marketing experience strongly preferred
• Experience supporting product launches and go-to-market campaigns through web channels
• Background working with Product Marketing teams to translate technical product information into customer-friendly web content
• Experience creating personalized web experiences based on buying group, persona, or customer journey stage

Join Us

This is an exciting opportunity to own critical product and solution web experiences for one of the world's leading enterprise software companies. If you are passionate about conversion optimization, data-driven decision making, and creating personalized experiences that help customers understand product value, we invite you to apply.

For positions in this location, we offer a base pay of $126,800 - $221,900, 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.

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now 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 globaltalentss@servicenow.com 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

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 — Service Now 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.