About the Company
ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow—helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together.
Responsibilities
- Own NPS end to end: methodology, sampling, cadence, and segmentation.
- Define the journey and lifecycle model: map the moments that matter and locate where experience breaks down.
- Convert diagnosis into a ranked set of fixes with named owners, sized value, and a way to tell whether they worked.
- Provide executive and board-level narrative on customer experience.
- Influence cross-functionally across Product, Customer Excellence, Sales, Support, and Marketing.
- Lead a three-person team.
Requirements
- 12+ years of relevant experience (or 8+ post-MBA) in customer experience strategy, corporate strategy, or management consulting.
- Direct ownership of an NPS or VoC program at enterprise scale, including survey design and statistical judgment.
- Demonstrated work building customer journey or lifecycle frameworks that changed how a company invested.
- Enterprise B2B or SaaS background; comfort with subscription economics, renewal and expansion dynamics.
- Strong quantitative skills.
- Executive communication that holds up in the room.
- Experience leading small senior teams.