Product Strategist

We are building a holistic customer experience strategy to deliver industry-leading solutions for end-users. Our goal is to continue innovating in the mobile messaging and self-service space, providing a world-class omnichannel experience across customer channels. As a product strategist for this topic, you will be responsible for delivering capabilities for customers and agents on messaging channels, working closely with other product managers within the Customer Engagement team and broader ServiceNow workflows.

Product strategists operate at the intersection of market opportunity, customer experience design, technology development, and delivering value to our customers. This role requires a unique blend of skills:

• Researching given problems and capturing requirements in clearly articulated product definition documents that serve as the foundation for downstream enablement activities
• Representing the customer voice to the technology and user experience design teams in well-documented epics and stories
• Balancing strategy with execution – maintaining the roadmap for your products while maintaining a continuous backlog to get new features out the door
• Influencing teams through vision and passion to deliver on timelines that help us compete
• Striving for perfection and setting a high bar for quality in experience design and technology

You will:

• Translate product strategy into product capabilities and manage them from concept to delivery
• Create compelling market-validated use cases leading ideation
• Collaborate with researchers and designers on defining and testing innovative ideas
• Validate product designs and prototypes with customers, enterprise stakeholders, and prospects to co-innovate and test requirements
• Create storyboards and wireframes to effectively communicate functional specs to experience design and development teams
• Create feature plans for each release, including acceptance criteria, use cases, etc.
• Collaborate with engineering on release management, understanding status, risks, dependencies, and helping address risks and resolve issues
• Prepare, maintain, and evangelize the product roadmap for both short-term and long-term releases
• Effectively work with Sales, Marketing, Services, Support for enablement to ensure successful release and customer adoption
• Collaborate with the central pricing team and provide recommendations to the Pricing Committee on the product's pricing and packaging
• Implement packaging definitions in the product and build necessary licenses
• Engage with customers and partners to deliver roadmap updates, get product feedback, and identify additional challenges and opportunities

To be successful in this role, you need:

• 8+ years of overall experience with 4+ years of product management experience in defining, launching, and growing Enterprise or SaaS products in an agile technology organization
• A deep understanding of the Customer Service domain, specifically in omnichannel customer engagement, self-service workflows, and processes
• A strong background in CRM, Omnichannel, and Conversational AI. Experience in social customer service space is highly desirable
• Demonstrated experience collaborating with Research, UX, Engineering, and facilitating brainstorming sessions to arrive at a solution
• A strong user experience/design sense, with a record of building great products
• Experience working directly with Customers, Sales, and Engineering, preferably in North America or Europe
• Excellent written and oral communication skills, including experience presenting to executive leadership
• High energy, self-starter with an aptitude for learning new technologies
• Strong customer focus, stakeholder empathy, inclusive approach towards team members, and growth mindset
• Working knowledge of modern development platforms and languages (relational databases, Java, JavaScript, SQL, AJAX, JSON, XML, SOAP, REST, and associated frameworks)

This role offers:

• A chance to innovate and make a significant impact on customer experience
• Opportunities for professional growth and development in a dynamic environment
• A collaborative and inclusive work culture
• Competitive compensation and benefits package

We strive to create a diverse and inclusive workplace that values different perspectives and experiences. If you're passionate about delivering exceptional customer experiences and have the skills and qualifications outlined above, we encourage you to apply.