At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

　　With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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　　Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

　　Manager, Customer Experience Design

　　Reporting to the head of customer experience design.

　　As a crucial member of the Customer Experience Strategy team, this role is dedicated to advancing our mission of delivering an exceptional experience throughout the customers’ end-to-end journey. You will play a pivotal role in driving Customer Experience transformation initiatives by conducting strategic customer research and bringing human-centered design strategies to the forefront of cross-functional initiatives.

　　WHAT YOU GET TO DO IN THIS ROLE:

　　Perform qualitative customer research: Conduct qualitative research to gain deep insights into customer behaviors, preferences, and pain points. Use these insights to inform our global customer experience strategy.

　　Project manage strategic research programs including setting objectives, recruiting participants, writing discussion guides, scheduling and performing research, conducting analysis and creating reporting that inspires action.

　　Work on critical strategic initiatives: Engage in projects that have a profound impact on the customer experience, ensuring that our services and products resonate with customers on a human level.

　　Translate customer experience data into action : Convert complex customer experience data into a concise, compelling call to action, informing decision-makers on how to enhance the overall customer journey.

　　Partner cross-functionally with a human-centered approach: Collaborate with teams across the organization to develop and execute culture change plans that actively involve employees and place the customer at the center of every business decision.

　　Identify emergent needs and drive thought leadership: Stay ahead of customer expectations by identifying emergent needs and championing innovative approaches that enhance the end-to-end customer experience.

　　Curate and maintain key information assets: Oversee the curation and maintenance of essential information assets, making insights readily available to relevant stakeholders.

　　TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

　　8+ years of work experience: Demonstrated expertise, preferably in customer experience, strategy consulting, and/or research roles.

　　5+ years of experience in strategic customer research: Proven success uncovering key insights through customer research and leveraging the insights to drive action.

　　Mastery of experience design disciplines: Expertise leading complex qualitative customer research projects, leading customer interviews, facilitating customer journey mapping workshops, and design thinking sessions.

　　Experience building trusting relationships: Establish and maintain trusting relationships, including with executive audiences.

　　Comfort in a fast-paced environment: Thrive in a dynamic, fast-paced environment, managing multiple projects simultaneously.

　　Effective storytelling techniques: Communicate effectively, both verbally and in writing, utilizing storytelling techniques through various mediums.

　　Strong project management skills: Demonstrate effective project management skills and the ability to maintain a strategic focus.

　　Process Mapping, Quantitative Analysis, and Graphic Design experience are all a plus, but not required.

　　ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

　　At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) to learn about our work personas: flexible, remote and required-in-office.

　　If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

　　For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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　　From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

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