Senior Director, CX 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

Location: Santa Clara, CA. On-site four days per week. This role is not available remotely or as a hybrid arrangement outside the Bay Area.

ServiceNow measures itself in part on whether customers would recommend us. This role owns the strategy behind that answer.

You will lead a small, senior team responsible for two things: how we measure customer sentiment, and how we understand the customer journey that produces it. NPS is the headline number, but the work underneath it is the harder part — knowing which moments in the customer lifecycle actually drive the score, what the friction costs us, and where the company should spend to fix it. You'll bring that case to the executive team and hold the follow-through.

What You’ll Own

• NPS end to end. Methodology, sampling, cadence, and segmentation. You own whether the number is trustworthy, whether leadership understands what it's telling them, and whether the closed loop with customers actually closes.
• The journey and lifecycle model. Define the stages, map the moments that matter, and locate where experience breaks down. Quantify it — renewal risk, expansion drag, support cost — so that prioritization arguments have numbers attached.
• The CX investment agenda. Convert diagnosis into a ranked set of fixes with named owners outside your team, sized value, and a way to tell whether they worked.
• Executive and board-level narrative on customer experience. Regular reporting into planning cycles, QBRs, and board materials, in partnership with Corporate Strategy.
• Cross-functional influence. Product, Customer Excellence, Sales, Support, and Marketing own most of the levers that move the score. You'll need evidence and relationships rather than authority.
• A three-person team. Set the standard for the work and give two strong people real scope.

Qualifications

• 12+ years of relevant experience (or 8+ post-MBA), spanning customer experience strategy, corporate strategy, or management consulting
• Direct ownership of an NPS or VoC program at enterprise scale, including survey design and the statistical judgment to defend the methodology when someone challenges the number
• Demonstrated work building customer journey or lifecycle frameworks that changed how a company invested, not just how it described itself
• Enterprise B2B or SaaS background; comfort with subscription economics, renewal and expansion dynamics, and post-sale motion
• Strong quantitative skills — you can get to the answer in the data yourself before handing it to an analyst
• Executive communication that holds up in the room, including with skeptical functional leaders whose priorities your findings will complicate
• Experience leading small senior teams where you remain close to the work

You’ll Stand Out If You

• Have run NPS at a company where the number was reported externally or to a board, with the scrutiny that brings
• Know the difference between a journey map that generated consensus and one that generated decisions
• Have worked across both product and post-sale organizations and can speak either language

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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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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