About the Customer Innovation Team

The Customer Innovation Team operates at the intersection of customer intimacy and industry and solution innovation. We translate the Voice of the Customer into industry-first, AI-fuelled strategic narratives and content that expand pipeline, strengthen trust, and fuel growth. Our work directly enables ServiceNow’s go-to-market strategy by connecting solution capabilities to customer challenges through industry-specific frameworks and thought leadership.

What you get to do in this role:   

• Strategic Content Development: Create industry-specific presentations, executive briefings, demo narratives, and thought leadership content (blogs, case studies, use cases). Translate ServiceNow solutions into industry-relevant business outcomes and AI-powered transformation messaging tailored to various buying centers
• Customer Engagement Support: Prepare tailored presentations and briefing materials for customer meetings. Participate in select engagements to present industry insights and ServiceNow PoV. Capture and synthesize Voice of the Customer feedback to inform content strategy
• Research & Market Intelligence: Research industry trends, buying center priorities, customer pain points, and competitive positioning. Leverage AI-powered tools for market research, competitive intelligence, and content generation. Analyze data from multiple sources to develop actionable insights
• Content & Knowledge Management: Maintain and update industry frameworks, solution repositories, and reusable content. Ensure version control, accuracy, and alignment with solution portfolios. Contribute to team knowledge bases and organized documentation
• Cross-Functional Collaboration: Partner with Product, Marketing, Sales, and Industry teams to ensure content alignment. Support multiple internal teams with enablement materials. Present ideas to project teams and occasionally across teams to share learnings and best practices

To be successful in this role you have:

• 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 years of experience in business analysis, strategic consulting, GTM strategy, or content strategy
• Strong analytical and research skills with proven ability to gather stakeholder requirements, synthesize complex information, and develop insights that drive decision-making
• Experience in client-facing or consulting roles with proven consultative skills, including stakeholder engagement, needs discovery, and tailoring solutions/content to different decision-makers
• Experience integrating AI into daily work processes, including using AI-powered tools for content development, research, or workflow automation. Comfortable with generative AI and willing to continuously explore new AI applications to drive innovation
• Knowledge of one or more target industries (Financial Services, Healthcare, Retail, Public Sector) including business challenges, operational requirements, and buying center priorities
• Exceptional writing and storytelling skills with ability to create clear, compelling business content for executive audiences
• Experience translating technical concepts into business language across various audiences and buying personas
• Ability to work independently with minimal supervision while managing multiple projects simultaneously
• Superior organizational skills with ability to effectively prioritize and collaborate across cross-functional teams

Preferred Qualifications

• Experience with ServiceNow platform, enterprise software solutions, or workflow automation concepts
• Strong PowerPoint/presentation design skills and experience creating executive-level content
• Familiarity with design thinking, value selling methodologies, or solution selling approaches