ServiceNow

Sr. Manager - Customer Experience Strategy

ServiceNow$176K — $309K *
US-AnywhereRemote in Waltham, MA
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 6+ years of experience in customer experience, strategy consulting, or communications strategy roles
  • Comfortable engaging in both business and technical discussions
  • Proven ability to build relationships, including with executive audiences
  • Able to manage multiple tasks in a fast-paced environment
  • Strong mastery of communication strategies for diverse audiences
  • Effective storyteller skilled in verbal and written communications
  • Solid project management abilities with a focus on strategic goals

Responsibilities

  • Lead strategic initiatives enhancing the customer experience
  • Translate customer feedback into actionable insights
  • Create and oversee employee engagement programs sharing customer experience insights
  • Collaborate across teams to implement culture change initiatives
  • Facilitate workshops and recognition programs to build a customer-focused culture
  • Identify and address emerging needs to enhance customer experience
  • Curate and maintain key information resources to share insights

Benefits

  • Health plans with flexible spending options
  • 401(k) plan with company matching
  • Employee stock purchase plan (ESPP)
  • Matching donations program
  • Flexible time away policy
  • Family leave programs
Full Job Description
Job Description

As a member of the Customer Experience Strategy team, within the Corporate Strategy Team, this role will focus on advancing our goal of delivering exceptional experience across the customers' end-to-end journey. You will drive Customer Experience transformation initiatives by bringing the voice of the customer into the organization through strategic initiatives, engaging communications, and culture activation activities.

What you get to do in this role:
  • Work on critical strategic initiatives that make a meaningful impact on the customer experience
  • Translate customer experience data into a concise, compelling call to action
  • Develop and manage an employee engagement program that effectively shares customer experience insights and strategic improvements through multiple mediums (written publications, podcasts, live events, etc.)
  • Partner cross-functionally to develop and execute culture change plans that engage employees and put the customer at the center of everything we do
  • Manage culture-building initiatives with diverse audiences, including workshop facilitation and employee recognition and engagement programs
  • Identify emergent needs and innovative approaches to drive thought leadership and improve the end-to-end customer experience
  • Provide program enablement and curate and maintain key information assets to democratize insights


Qualifications

To be successful in this role you have:
  • 6+ years of work experience, preferably in customer experience, strategy consulting, an/or communications strategy roles
  • Comfortable in business and technical discussions
  • Experience building trusting relationships (incl. executive audiences)
  • Enjoys multi-tasking in a fast-paced environment
  • Mastery of communications strategies and approaches for diverse internal and external audiences
  • Effective communicator, verbally and in writing, with experience in effective storytelling techniques through various mediums
  • Strong project management skills and ability to maintain strategic focus

Education
  • Bachelor's degree with strong academic performance


FD21

For positions in this location, we offer a base pay of $176,700 - $309,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ

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