Job Description

The Brand Content team, which includes thought leadership and social media, is seeking a Director of Content Experience to lead the development of a new external content hub. This hub will be designed with our brand audiences in mind, serving as a destination to increase brand affinity, foster engagement, and drive repeat visits that nurture prospects for more qualified down-funnel activities. We will collaborate with both an agency and our internal digital teams to create this experience. The hub will feature a mix of brand storytelling, thought leadership, and proprietary market research. 

As the central lead for the hub’s content and experience strategy, this role demands an experienced, influential leader who can leverage content marketing best practices, performance data, and audience insights to deliver relevant, engaging, and personalized content aligned with ServiceNow’s global and regional business goals. 

In close collaboration with our brand content editorial and activation teams, this individual will establish and manage a master editorial calendar, identify new content needs and formats, and set publishing cadences to ensure a steady flow of fresh content that meets user demands. They will also work cross-functionally with regional and executive marketing, global and regional communications, brand creative, and brand media teams to create integrated amplification plans that drive traffic to the hub during launch and key moments throughout the year. 

This role will closely partner with the digital team to continuously leverage performance data and user insights to optimize content, recommend adjustments to hub features and functionalities, and help prioritize strategic updates to enhance the user experience.

Reporting to the Head of Brand Content, this role will be supported by at least two content management leads and dedicated project management resources to assist with timeline management, budgeting, internal stakeholder coordination, and agency operations.

This role is ideal for a forward-thinking integrated content marketer who is passionate about creating and promoting meaningful, user-first content experiences that resonate with a global audience. The ideal candidate will have a strong strategic vision, deep expertise in content marketing and user experience, and a keen eye for elite-level content. 

Key Responsibilities:   

Lead the creation of a comprehensive content and publishing strategy for the brand’s content hub, ensuring that content themes, formats, and cadence align with business objectives, user engagement, and industry best practices. 

Collaborate with thought leadership managing editors, researchers, brand creative leads, and brand content activation teams to develop and maintain a central hub calendar that ensures timely content delivery for publishing and maximizes the impact of new content through supporting activation plans. 

Act as the primary strategic liaison between the Brand Content team and our external agency, overseeing the development and execution of the hub’s user experience and visual identity. Partner with project management to ensure deliverables align with expectations and key milestones are achieved on time. 

Manage relationships with regional and executive marketing teams, establishing clear content delivery expectations and publishing deadlines to ensure the consistent development and publication of high-quality global and localized hub content. 

Lead and manage cross-functional self-publishing initiatives (to be implemented post-launch), establishing content quality standards, localization guidelines, and necessary governance frameworks and approval processes within the publishing workflow. 

Showcase content & experience strategies and relevant updates to leadership through clear recaps and executive summaries. 

Spearhead the development of a 360-degree marketing launch strategy for the hub, in collaboration with brand creative, brand media, social, and comms teams. Although not directly responsible for producing all promotional content, this role will establish the strategic campaign goals and collaborate with relevant marketing leads to provide amplification recommendations, ensuring that the cross-functional delivery of marketing assets aligns with overarching objectives. 

Oversee dynamic content strategy, tracking and tagging, partnering with SEO to ensure content is organized and discoverable. 

Empower their team to act as the final quality checkpoint for published content, ensuring compliance with brand guidelines, content usage rights, and legal requirements; this role will oversee the quality assurance process by establishing clear protocols and standards for the team to follow and providing support as needed to ensure the team upholds these standards effectively. 

Collaborate with the digital team to establish quarterly KPIs and continuously evaluate performance metrics and site analytics, using these insights, along with evolving trends and organizational objectives, to refine and adapt the content strategy as needed.