ServiceNow provides cloud-based services that automate enterprise information technology operations. As an employer, ServiceNow offers a challenging, collaborat
Senior Manager - Customer Experience Strategy
Location
United States + 1 moreAll locations: United States | Canada
Posted
3 days ago
Salary
$176.7K - $309.2K / year
Seniority
Lead
No structured requirement data.
Job Description
Senior Manager - Customer Experience Strategy
ServiceNow
Role 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 - 6+ years of work experience, preferably in customer experience, strategy consulting, and/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 Requirements - Bachelor’s degree with strong academic performance Benefits - Base pay of $176,700 - $309,200, plus equity (when applicable), variable/incentive compensation and benefits - Health plans, including flexible spending accounts - 401(k) Plan with company match - Employee Stock Purchase Plan (ESPP) - Matching donations - Flexible time away plan - Family leave programs
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