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