Sr. Manager - Customer Experience Strategy

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job 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

To be successful in this role you have:

• 6+ years of work experience, preferably in customer experience, strategy consulting, an/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 

Education 

• Bachelor’s degree with strong academic performance 

FD21

For positions in this location, we offer a base pay of $176,700 - $309,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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