Sr. Specialist, Customer and Partner Insights

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

As the Voice of Customer (VoC) Sr. Specialist 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 the voice of customer from across our various listening touchpoints. You have extensive voice of the customer program management experience and are passionate about customer data, with a proven history of driving insights that improve the customer experience. You will partner with leaders across the organization to execute new customer listening programs and evolve existing programs as needed to provide a more holistic assessment across ServiceNow’s customer, partner and digital experiences.  

WHAT YOU GET TO DO IN THIS ROLE: 

Implement and manage Voice of Customer (VoC) Programs:  

• Collaborate with organizational leaders to implement new listening programs across key experience touchpoints 

• Evolve existing listening programs to drive maximum value for stakeholders  

Perform quantitative and qualitative analysis on customer experience and operational data:  

• Analyze customer data to identify insights for improving the overall customer experience 

• Leverage data to identify key drivers of the experience 

• Utilize analytics to tell compelling stories and guide strategic decision-making at every level 

Collaborate and partner with leaders and cross-functional teams to drive action rooted on improving the customer experience:  

• Convert complex customer experience data into a concise, compelling call to action 

• Collaborate with organizational leaders and cross-functional teams to drive micro and macro action from insights 

• Drive action and accountability across teams, and influence prioritization of key initiatives to improve customer experience 

• Establish CX goals and targets across teams, and help teams achieve them   

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: 

• At least 5+ years direct experience in Customer Experience, Customer Insights, Digital Experience, or Market Research in an IT, SAAS, or Fortune 500 Company 

• Experience managing global customer listening posts, such as NPS programs, digital intercept surveys, and transactional survey programs 

• Knowledge of a variety of survey design and research methods 

• Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics 

• Experience applying statistical techniques and working knowledge of statistics concepts 

• Experience with driving customer experience improvement initiatives based on customer feedback 

• Demonstrated passion for Customer Experience and acting as an advocate for customers 

• Strong critical thinking, influencing,