Director, Role & Org Excellence - Customer Excellence Group

The Role 

This is a strategic leadership opportunity to shape and scale the operating model for ServiceNow’s Customer Excellence Group (CEG). You will own the design and evolution of role mandates, competency frameworks, collaboration models, and organizational design principles, ensuring adoption and alignment across CEG through Role Communities. Partnering closely with CEG leadership and cross-functional teams across HR and Learning & Development, you will serve as the organization’s lead strategist for organizational design and oversee the Org Design Board governance process. 

Success in this role requires operating at three levels: strategic—translating business priorities into scalable role architecture; systemic—optimizing cross-functional interactions and dependencies; and operational—turning design concepts into practical, actionable frameworks. 

You will balance stability and transformation, ...