Sr. Manager - Customer Experience Strategy

ServiceNow•Waltham, MA

1d•$176,700 - $309,200•Hybrid

About The Position

As a member of the Customer Experience Strategy team, within the Customer & Partner organization, this role will focus on advancing our goal of delivering exceptional experience across the customers’ end-to-end journey. You will drive Customer Experience transformation initiatives by bringing the voice of the customer into the organization through strategic initiatives, engaging communications, and culture activation activities.

Requirements

6+ years of work experience, preferably in customer experience, strategy consulting, an/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

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