Senior Director, CX Strategy

ServiceNow•Santa Clara, CA

3d•Onsite

About The Position

This role owns the strategy behind how ServiceNow measures customer sentiment and understands the customer journey that produces it. The primary focus is on Net Promoter Score (NPS), but the work involves understanding the key moments in the customer lifecycle that drive the score, quantifying the impact of friction, and identifying areas for improvement. The role requires presenting these findings to the executive team and ensuring follow-through on action items.

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 experience building customer journey or lifecycle frameworks that influenced company investment decisions.
Enterprise B2B or SaaS background; comfort with subscription economics, renewal and expansion dynamics, and post-sale motion.
Strong quantitative skills; ability to analyze data independently.
Executive communication skills, capable of presenting findings to leadership, including skeptical functional leaders.
Experience leading small senior teams while remaining closely involved in 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 speaking both languages.

Responsibilities

Own NPS end to end, including methodology, sampling, cadence, and segmentation, ensuring the trustworthiness of the number and clear understanding by leadership.
Manage the closed-loop process with customers.
Define the customer journey and lifecycle model, mapping critical moments and identifying experience breakdowns.
Quantify the impact of customer experience issues on renewal risk, expansion drag, and support costs to support prioritization arguments with data.
Develop the CX investment agenda, converting diagnoses into a ranked list of fixes with clear ownership, sized value, and success metrics.
Create executive and board-level narratives on customer experience, contributing to planning cycles, QBRs, and board materials in partnership with Corporate Strategy.
Influence cross-functional teams including Product, Customer Excellence, Sales, Support, and Marketing to drive improvements in customer experience.
Lead a three-person team, setting work standards and providing scope for team members.