Job Description

As a member of the Customer Experience Strategy team, within the Customer & Partner organization, this role will focus on advancing our goal of delivering exceptional experience across the customers’ end-to-end journey. You will drive Customer Experience transformation initiatives by bringing the voice of the customer into the organization through strategic initiatives, engaging communications, and culture activation activities. 

WHAT YOU GET TO DO IN THIS ROLE:    

• Work on critical strategic initiatives that make a meaningful impact on the customer experience 
• Translate customer experience data into a concise, compelling call to action 
• Develop and manage an employee engagement program that effectively shares customer experience insights and strategic improvements through multiple mediums (written publications, podcasts, live events, etc.) 
• Partner cross-functionally to develop and execute culture change plans that engage employees and put the customer at the center of everything we do 
• Manage culture-building initiatives with diverse audiences, including workshop facilitation and employee recognition and engagement programs 
• Identify emergent needs and innovative approaches to drive thought leadership and improve the end-to-end customer experience   
• Provide program enablement and curate and maintain key information assets to democratize insights

Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

• 6+ years of work experience, preferably in customer experience, strategy consulting, an/or communications strategy roles 
• Comfortable in business and technical discussions 
• Experience building trusting relationships (incl. executive audiences) 
• Enjoys multi-tasking in a fast-paced environment 
• Mastery of communications strategies and approaches for diverse internal and external audiences  
• Effective communicator, verbally and in writing, with experience in effective storytelling techniques through various mediums 
• Strong project management skills and ability to maintain strategic focus

EDUCATION 

• Bachelor’s degree with strong academic performance

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

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WORK PERSONAS

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. 

REQUIRED IN OFFICE

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

FLEXIBLE 

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

REMOTE

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.