Senior Director, CX Strategy

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. Youll bring that case to the executive team and hold the follow-through.

What Youll Own

• NPS end to end. Methodology sampling cadence and segmentation. You own whether the number is trustworthy whether leadership understands what its 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. Youll 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

Youll 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 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 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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Remote Work :

No

Employment Type :

Full-time