Senior Director, Product Analytics

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

What you get to do in this role:

• Drive Product Analytics and Insights roadmap for the company. Provide thought leadership in the area of Product Analytics spanning analytics to improve UX for users/personas to customer level analytics
• Design, build and support the Product Analytics products by assimilating signals from multiple sources and present the information in a user-friendly way to the stakeholders: Product, Solution Sales and Industries organization, cross functional users across the company, and the leadership team.
• Partner with Product leaders, Business Operations, FP&A and other stakeholders to envision the best product analytics products, alerting capabilities and the interfaces.
• Develop and deliver unique insights about the Product portfolio, layering in GTM and Customer insights, through qualitative and quantitative research.
• Scale expertise and use of product usage data in decision making across the customer & product lifecycle. Collaborate with upstream providers and downstream consumers of telemetry data & models to maximize utility and effectiveness of product usage data.
• Bring the promise of data science and machine learning to reality for the PSSI org, increasing decision effectiveness and speed.
• Develop and nurture a best-in-class team for the exploitation of data, using cloud and social era tools and techniques for data analytics, mining and visualization. Build multiple successors and a team that meets the business needs of the future.
• Partner with peer leaders in the Analytics organization (Sales Analytics, Customer Analytics, Finance Analytics, Marketing Analytics and Talent Analytics) to develop and deliver cohesive Analytics  to the company and connect all relevant consumers with the right data, predictions and prescriptions.
• Drive & increase the adoption of Product Analytics products amongst the user community, increase the product satisfaction and the impact of all Analytics products.

Desired Outcomes:

• Create Product Analytics products with maximum adoption from the stakeholders (measured by reach and frequency), user satisfaction, and business impact.
• Drive cultural change and elevate the use of analytics and AI/ML to accelerate and improve quality of decision making by business functions.   

Qualifications

Qualifications

To be successful in this role, we need someone who has:

• 12+ years of prior experience in Product and/or Customer Analytics.
• Experience in business intelligence, statistics, data science and insights generation.
• Exposure to the end-to-end Customer lifecycle (Sales cycle knowledge would be a bonus): Marketing, Customer acquisition, Sales, Product Adoption, Value Realization, Upsell/ Cross-sell and Renewals.
• Deep knowledge of B2C and B2B analytics data and tools, including but not limited to Adobe Analytics, Google Analytics, Amplitude, Segment, Pendo, Snowflake, Tableau, PowerBI.
• Experience in defining, managing and using product instrumentation/ telemetry data from modern cloud platforms.
• 10+ years of experience in leading a team and ability to work with highly