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Senior Customer Experience Data Analyst

| Kirkland | Hybrid
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ServiceNow, The Enterprise Cloud Company, is the industry-leading cloud platform provider for building enterprise applications.  We are redefining markets and changing the perception of enterprise software.  Our cloud platform allows enterprises to bring together business strategy, application design and operations in a powerfully simple solution. 

To sustain our explosive growth, we are looking for drivers—people who thrive on responsibility and live for the next big challenge.  We seek to employ the brightest and most forward-thinking talent on the planet, and we want to hire people who have their best work ahead of them, not behind them.  Accelerate your career and succeed in an environment where you can make an impact daily.  We invite you to join in to stand out. 

ServiceNow is seeking an Analyst for the Customer Experience Voice of the Customer Program within Success Management organization. We are looking for someone who is excited to be part of a comprehensive and growing Customer Experience program for ServiceNow.

The ideal candidate should be passionate about customer data, with a proven history of driving insights that improve the customer experience.  A can-do attitude, with the expertise to deliver.  Willing to roll up their sleeves in a "start-up-like" environment, building from the ground up and facilitate quantitative and qualitative customer survey programs across multiple functional areas.  Able to aggregate, analyze and interpret primary and disparate data across multiple data sources and formats. Execute new measurement programs and refresh existing programs as needed to provide a more holistic voice of customer assessment for ServiceNow.

Responsibilities:

The Customer Experience Data Analyst must utilize different technologies to gather and synthesize customer feedback data with associated business data to determine key drivers of customer success, loyalty, risk, churn and overall experience, and then translate that into actionable insights. 

  • Top line and in-depth analysis of customer data to determine significance of trends and impact on business and customer health
  • Perform recurring statistical analysis on Voice of the Customer data and determine key insights
  • Aggregate and compare data from various sources for ad-hoc analyses
  • Collaborate with Data Science teams for predictive analytics and recommendations
  • Reconcile and validate data across systems
  • Maintain an awareness of key industry trends to provide context for the performance analysis and recommendations 

Required Skills / Experience:

  • Bachelor`s degree in Math, Statistics, Business, Data Science, Computer Science or similar field; Advanced degree preferred
  • At least 5-10 years direct experience, preferably in Customer Experience, or Market Research in an IT, SAAS, or Fortune 500 Company
  • Knowledge of a variety of survey design and research methods
  • Experience with multivariate techniques including correlation and regression; able to develop plans of analysis needed
  • Strong technical skills, and must be expert level in MS Excel, R, SPSS, SQL, or related analytic tools
  • Demonstrated passion for Customer Experience and acting as an advocate for customers
  • Strong organizational, critical thinking, influencing, and relationship management skills
  • Experience using Martiz, Qualtrics, Gainsight or similar enterprise level survey tools a plus
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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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