Job Description
ROLE As the Voice of the Customer (VoC) Analytics and Impact Manager within the Customer Experience Strategy team, you will play a crucial role in improving customer loyalty and growth by moving the company to action using voice of customer insights. You have extensive voice of the customer management experience and are passionate about customer data, with a proven history of driving insights that improve the customer experience. You'll come with a strong understanding of customer experience analytics, market research, statistical analysis techniques, and the ability to tell a compelling story with data.
By combining customer metrics with operational and business data, you will demonstrate the impact of customer and partner experience on ServiceNow’s financial performance and prove the return on investment of critical customer experience improvement initiatives. You will also partner with leaders across the organization to execute new customer listening programs and refresh existing programs as needed to provide a more holistic voice of customer assessment for ServiceNow. You will come ready to dive deep into customer journeys to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, business strategy, and quality of service.
RESPONSIBILITIES
VOICE OF THE CUSTOMER IMPLEMENTATION AND PROGRAM MANAGEMENT
Design and lead new and emerging VoC programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and the closed loop process.
Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders
Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller
CUSTOMER EXPERIENCE ANALYTICS
Lead ServiceNow’s Customer Experience economics project to gauge the impact of customer experience on business results. Combine experience with operational and financial data to forecast the business value and ROI of customer experience improvement efforts, prioritize key initiatives and build strong business cases for actions based on experience insights.
Analyze customer feedback from multiple data sources (e.g., relationship NPS program, transactional listening posts) to determine top-line results, significance of trends and impact on business and customer/partner health
Partner with ServiceNow’s Business Insights team on joint research projects that combine experience, operational and financial data to solve business problems
PEOPLE MANAGEMENT
Qualifications
REQUIRED SKILLS / EXPERIENCE
At least 5+ years direct experience in Customer Experience, Customer Insights, or Market Research in an IT, SAAS, or Fortune 500 Company
Experience managing global customer listening posts, such as NPS programs, advisory boards, transactional survey programs, or event-based survey.
Knowledge of a variety of survey design and research methods
Extensive experience with data analysis, quantitative and qualitative research methodologies, with a particular focus on statistical principles including correlation, cluster analysis, and advanced regression models
Proven experience with a statistical software package (e.g., R, SPSS, STATA, SAS, Python)
Experience designing and developing Tableau reports
Experience and success in using data to tell a story; including the ability to draw and synthesize insights from multiple different sources
Proven track record of driving company action and spearheading new initiatives based on customer feedback and insights
Excellent communication skills, including the ability to present complex concepts clearly and persuasively across diverse audiences at various levels of our organization
Demonstrated passion for Customer Experience and acting as an advocate for customers
Strong critical thinking, influencing, and relationship management skills
Experience using Qualtrics, Medallia, or similar enterprise level survey tools a plus
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.
If you are an individual with a disability and 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 +1 (408) 501-8550, or talent.acquisition@servicenow.com for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.