Senior Director, CX Strategy

ServiceNow • Santa Clara, CA

2d • Onsite

About The Position

This role owns the strategy behind how ServiceNow measures customer sentiment and understands the customer journey that produces it. You will lead a small, senior team responsible for NPS methodology, sampling, cadence, and segmentation, ensuring the trustworthiness of the number and leadership's understanding of it. You will also define the customer journey and lifecycle model, mapping key moments and identifying areas of friction. The role involves quantifying the impact of customer experience breakdowns on renewal risk, expansion drag, and support costs to inform prioritization. You will develop the CX investment agenda, converting diagnoses into actionable fixes with clear ownership and success metrics. Additionally, you will craft executive and board-level narratives on customer experience, reporting into planning cycles and QBRs in partnership with Corporate Strategy. Cross-functional influence across Product, Customer Excellence, Sales, Support, and Marketing is crucial, relying on evidence and relationships rather than authority. You will also lead a three-person team, setting standards and providing scope.

Requirements

• 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.
• 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, and post-sale motion.
• Strong quantitative skills — ability to derive insights from data.
• Executive communication skills, capable of presenting to and influencing skeptical functional leaders.
• Experience leading small senior teams where you remain close to the work.

Nice To Haves

• Experience running NPS at a company where the number was reported externally or to a board.
• Ability to differentiate between a journey map that generated consensus and one that generated decisions.
• Experience working across both product and post-sale organizations and ability to speak either language.

Responsibilities

• NPS end to end: methodology, sampling, cadence, and segmentation.
• Define the customer journey and lifecycle model, mapping moments that matter and where experience breaks down.
• Quantify the impact of customer experience issues on renewal risk, expansion drag, and support costs.
• Develop the CX investment agenda, converting diagnoses into a ranked set of fixes with named owners, sized value, and success metrics.
• Create executive and board-level narrative on customer experience, reporting into planning cycles, QBRs, and board materials.
• Influence cross-functional teams (Product, Customer Excellence, Sales, Support, Marketing) to drive improvements.
• Lead and mentor a three-person team, setting work standards and providing scope.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior