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Voice of Customer Analytics and Impact Manager

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

Role 
 

As the Voice of the Customer (VoC) Analytics and Impact Manager 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 voice of customer insights. You have extensive voice of the customer management experience and are passionate about customer data, with a proven history of driving insights that improve the customer experience. You'll come with a strong understanding of customer experience analytics, market research, statistical analysis techniques, and the ability to tell a compelling story with data.

By combining customer metrics with operational and business data, you will demonstrate the impact of customer and partner experience on ServiceNow’s financial performance and prove the return on investment of critical customer experience improvement initiatives. You will also partner with leaders across the organization to execute new customer listening programs and refresh existing programs as needed to provide a more holistic voice of customer assessment for ServiceNow. You will come ready to dive deep into customer journeys to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, business strategy, and quality of service. 

Responsibilities 

Voice of the Customer implementation and program management 

  • Design and lead new and emerging VoC programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and the closed loop process. 

  • Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders

  • Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller 

Customer experience analytics 

  • Lead ServiceNow’s Customer Experience economics project to gauge the impact of customer experience on business results. Combine experience with operational and financial data to forecast the business value and ROI of customer experience improvement efforts, prioritize key initiatives and build strong business cases for actions based on experience insights.

  • Analyze customer feedback from multiple data sources (e.g., relationship NPS program, transactional listening posts) to determine top-line results, significance of trends and impact on business and customer/partner health 

  • Partner with ServiceNow’s Business Insights team on joint research projects that combine experience, operational and financial data to solve business problems 

People Management 

  • Grow and develop a Sr. Customer Insights analyst 

Qualifications

Required Skills / Experience 

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

  • Experience managing global customer listening posts, such as NPS programs, advisory boards, transactional survey programs, or event-based survey. 

  • Knowledge of a variety of survey design and research methods 

  • Extensive experience with data analysis, quantitative and qualitative research methodologies, with a particular focus on statistical principles including correlation, cluster analysis, and advanced regression models 

  • Proven experience with a statistical software package (e.g., R, SPSS, STATA, SAS, Python)

  • Experience designing and developing Tableau reports

  • Experience and success in using data to tell a story; including the ability to draw and synthesize insights from multiple different sources

  • Proven track record of driving company action and spearheading new initiatives based on customer feedback and insights 

  • Excellent communication skills, including the ability to present complex concepts clearly and persuasively across diverse audiences at various levels of our organization 

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

  • Strong critical thinking, influencing, and relationship management skills 

  • Experience using Qualtrics, Medallia, or similar enterprise level survey tools a plus 

Additional Information

ServiceNow is an Equal Employment 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.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or [email protected] for assistance.

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


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

4400 Carillon Point, Floor 4, Kirkland, WA 98033

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

I work in global cloud services and constantly collaborate with people–every day is different. I could be working on product design, collaborating with folks in other organizations, driving decisions, assessing technology, and talking with customers.

Bill

Distinguished Systems Architect

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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