Manager/Sr Manager, 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 Manager/Sr Manager, Customer and Partner Insights 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 customer experience feedback and insights. You have extensive voice of the customer (VoC) 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 on the customer and partner listening strategy to provide a more holistic understanding of ServiceNow’s customer, and partner experiences. This individual will play a pivotal role in shaping our customer-centric initiatives and influencing strategic decisions across the organization. 

WHAT YOU GET TO DO IN THIS ROLE:

Manage Voice of Customer (VoC) and Voice of Partner Programs: 

• Design, implement, and maintain comprehensive VoC programs, including Net Promoter Score (NPS) and other surveys across critical customer and partner touch points. 
• Evolve existing listening programs to drive maximum value for stakeholders and maximum action towards improving the customer & partner experience. 
• Continuously evolve VoC strategies to capture diverse customer insights across various touch points. 

Act as a strategic advisor to leaders and cross-functional teams, representing the customer and partner voice: 

• Partner closely with cross-functional teams (Sales, Customer Success, Global Partnerships & Channels, Product) to advocate for customer-centric initiatives. 
• Establish and monitor CX targets across teams, facilitating initiatives that drive improvements in customer satisfaction.  
• Use data to tell compelling stories that shape our customer-centric initiatives and influence strategic decisions across the organization. 

 Data Analysis, Reporting, and Strategic Communication: 

• Utilize advanced analytics to interpret data, identify trends, opportunities, and pain points impacting customer experience. 
• Monitor timely and trending themes within customer survey data and feedback channels and facilitate regular stakeholder meetings to discuss action plans. 
• Develop and present strategic reports to senior leaders, highlighting critical metrics, trends, and recommendations to enhance customer experience and satisfaction levels. 

Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE: 

• 8+ years direct experience in Customer Experience, Customer Insights, or Voice of Customer in an IT, SAAS, or Fortune 500 Company. 
• Experience managing global customer listening posts, such as NPS programs, and transactional survey programs across key customer & partner journey moments. 
• Strong analytical skills with the ability to interpret complex data sets and extract actionable insights. 
• Demonstrated ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels of the organization. 
• Excellent communication and storytelling skills, with the ability to