ServiceNow

Senior Director, CX Strategy

ServiceNow • $175K — $210K *
Santa Clara, CA 95051In-Person
Business Services
11 - 15 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 12+ years of relevant experience, or 8+ post-MBA in CX strategy or management consulting
  • Ownership of an enterprise-scale NPS or VoC program, including its survey design
  • Proven ability in building impactful customer journey or lifecycle frameworks
  • Experience in B2B or SaaS environments, with understanding of subscription economics
  • Strong quantitative analytical skills to derive insights from data
  • Exceptional executive communication, especially with skeptical stakeholders
  • Experience leading and managing senior teams closely engaged with daily operations

Responsibilities

  • Own and oversee the end-to-end NPS, ensuring its reliability and actionable insights
  • Define and map the customer journey, identifying key moments and friction points
  • Develop a prioritized CX investment agenda with quantifiable metrics for tracking progress
  • Craft and present customer experience narratives for executive and board reporting
  • Collaborate cross-functionally to influence key stakeholders and drive customer satisfaction
  • Lead a small team, setting high standards and empowering team members

Benefits

  • On-site work four days per week in Santa Clara, CA; no remote or hybrid options available
  • Work in a collaborative and senior team environment
  • Opportunity to influence customer experience strategy at an executive level
  • Engagement with multiple departments to drive impactful improvements
  • Potential for professional growth and leadership development
Full Job Description
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. You9ll bring that case to the executive team and hold the follow-through.

What You9ll Own
  • NPS end to end. Methodology, sampling, cadence, and segmentation. You own whether the number is trustworthy, whether leadership understands what it9s 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. You9ll 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

You9ll 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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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