Sr Manager, Customer Experience Design

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Reporting to the VP of Customer Experience

As a crucial member of the Customer Experience Strategy team, this role is dedicated to advancing our mission of delivering an exceptional experience throughout the customers’ end-to-end journey. You will play a pivotal role in driving Customer Experience transformation initiatives by leading an Experience Design focused on conducting strategic customer research and bringing human-centered design strategies to the forefront of cross-functional initiatives.

WHAT YOU GET TO DO IN THIS ROLE:

Lead qualitative customer research: Take charge of qualitative research to gain deep insights into customer behaviors, preferences, and pain points. Use these insights to inform our global customer experience strategy.

Work on critical strategic initiatives: Engage in projects that have a profound impact on the customer experience, ensuring that our services and products resonate with customers on a human level.

Translate customer experience data into action: Convert complex customer experience data into a concise, compelling call to action, informing decision-makers on how to enhance the overall customer journey.

Partner cross-functionally with a human-centered approach: Collaborate with teams across the organization to develop and execute culture change plans that actively involve employees and place the customer at the center of every business decision.

Identify emergent needs and drive thought leadership: Stay ahead of customer expectations by identifying emergent needs and championing innovative approaches that enhance the end-to-end customer experience.

Curate and maintain key information assets: Oversee the curation and maintenance of essential information assets, making insights readily available to relevant stakeholders.

Qualifications

To be successful in this role you have:

8+ years of work experience: Demonstrated expertise, preferably in customer experience, strategy consulting, and/or research roles.

Mastery of experience design disciplines: Expertise leading complex qualitative customer research projects, leading customer interviews, facilitating customer journey mapping workshops, and design thinking sessions.  

Experience building trusting relationships: Establish and maintain trusting relationships, including with executive audiences.

Comfort in a fast-paced environment: Thrive in a dynamic, fast-paced environment, managing multiple projects simultaneously.

Effective storytelling techniques: Communicate effectively, utilizing storytelling techniques through various mediums.

Strong project management skills: Demonstrate effective project management skills and the ability to maintain a strategic focus.

For positions in the Bay Area, we offer a base pay of $184,700 - $323,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structur