Sr. Manager - Customer Experience Strategy

ServiceNow is an innovative company focused on AI-driven business solutions. The Sr. Manager - Customer Experience Strategy will lead initiatives to enhance customer experience by integrating customer feedback into strategic plans and engaging employees in culture-building activities.

Responsibilities:

• 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

Requirements:

• 6+ years of work experience, preferably in customer experience, strategy consulting, and/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
• Bachelor's degree with strong academic performance