Head of Executive Experience(Sr Manager), India

Job Title: Head of Executive Experience India

Executive Office: Chief Marketing Office

Department: Company Marketing Office

Location: Bangalore (Travel required)

As the Head of Executive Experience for our Innovation Centers, you will be the strategic leader responsible for bringing ServiceNows 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 Hyderabad Innovation Center, ensuring alignment with global objectives while maintaining local market relevance in India
• 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
• Identify opportunities to provide elite experiences to our most valuable customers in your Center, develop a process and train teams
• Champion the evolution of our Innovation Center experiences, constantly pushing boundaries to showcase ServiceNows capabilities in new and impactful ways
• Deliver experiences for our most VIP accounts, where you will own, drive and execute outstanding agendas for our Marquee programs
• Develop an annual plan that articulates core sales alignment opportunities, reporting schedules and activities that insists on our close interlock with the GTM organisation.
  
  
  

Leadership & Team Development:

• Build and mentor a high-performing team, 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 elevate your own personal brand, as well as the program reputation.
• Partner with cross-functional teams to ensure seamless center operations and exceptional customer experiences, such as WPS, Marketing, Global Center Management and Leadership

Innovation Center Excellence:

• Design and implement innovative approaches to storytelling and technology demonstrations that bring ServiceNows value proposition to life
• Drive the centers 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 first story-telling

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 peop