Senior Director, CX Strategy

ServiceNow
Santa Clara, California, United States
Full Time
On Site
Senior
USD 240,800 – 433,400
Postgraduate Degree
Management & Leadership Information Technology Telecommunications

Posted 2 days ago

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Excellent 4.7

Job summary

Leads customer experience strategy focusing on NPS and customer journey improvements; owns methodology, analysis, and influence across teams; requires extensive experience in CX and SaaS.

Responsibilities

You will lead a senior team to define and execute the customer experience strategy, including managing NPS methodology and customer journey mapping. You are responsible for quantifying customer friction points and driving cross-functional investment agendas to improve overall customer sentiment.

Qualifications

Corporate Strategy Customer Experience Strategy Customer Journey Mapping Data Analysis Executive Communication Management Consulting NPS SaaS Subscription Economics VoC Program

Candidates must have 12+ years of experience in customer experience or corporate strategy with a strong background in enterprise B2B or SaaS environments. You must demonstrate expertise in managing NPS or VoC programs and possess the ability to influence executive leadership through data-driven insights.

English

Benefits

  • Health plans
  • Flexible spending accounts
  • 401(k) Plan with company match
  • ESPP
  • Matching donations
  • Flexible time away plan
  • Family leave programs
  • Equity

Company

ServiceNow

ServiceNow

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Software Development
Location
Santa Clara, California, United States

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Excellent 4.7
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