Sr. Specialist, Customer And Partner Insights

Job Description
As the Voice of Customer (VoC) Sr. Specialist within the Customer Experience Strategy team, you will play a crucial role in improving customer loyalty and growth by moving the company to action using the voice of customer from across our various listening touchpoints. You have extensive voice of the customer program management experience and are passionate about customer data, with a proven history of driving insights that improve the customer experience. You will partner with leaders across the organization to execute new customer listening programs and evolve existing programs as needed to provide a more holistic assessment across ServiceNow’s customer, partner and digital experiences.
WHAT YOU GET TO DO IN THIS ROLE:
Implement and manage Voice of Customer (VoC) Programs:

Collaborate with organizational leaders to implement new listening programs across key experience touchpoints
Evolve existing listening programs to drive maximum value for stakeholders
Perform quantitative and qualitative analysis on customer experience and operational data:

Analyze customer data to identify insights for improving the overall customer experience
Leverage data to identify key drivers of the experience
Utilize analytics to tell compelling stories and guide strategic decision-making at every level
Collaborate and partner with leaders and cross-functional teams to drive action rooted on improving the customer experience:

Convert complex customer experience data into a concise, compelling call to action
Collaborate with organizational leaders and cross-functional teams to drive micro and macro action from insights
Drive action and accountability across teams, and influence prioritization of key initiatives to improve customer experience
Establish CX goals and targets across teams, and help teams achieve them
Curate and maintain key information assets:

Oversee the curation and maintenance of essential information assets, making insights readily available to relevant stakeholders