Manager/Sr Manager, Customer and Partner Insights

1 month ago


Chicago, Illinois, United States ServiceNow Full time
Company Description

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 CompaniesTM.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

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.

Job Description

As the Manager/Sr Manager, Customer and Partner Insights 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 customer experience feedback and insights. You have extensive voice of the customer (VoC) 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 on the customer and partner listening strategy to provide a more holistic understanding of ServiceNow's customer, and partner experiences. This individual will play a pivotal role in shaping our customer-centric initiatives and influencing strategic decisions across the organization.

WHAT YOU GET TO DO IN THIS ROLE:

Manage Voice of Customer (VoC) and Voice of Partner Programs:

  • Design, implement, and maintain comprehensive VoC programs, including Net Promoter Score (NPS) and other surveys across critical customer and partner touch points.
  • Evolve existing listening programs to drive maximum value for stakeholders and maximum action towards improving the customer & partner experience.
  • Continuously evolve VoC strategies to capture diverse customer insights across various touch points.

Act as a strategic advisor to leaders and cross-functional teams, representing the customer and partner voice:

  • Partner closely with cross-functional teams (Sales, Customer Success, Global Partnerships & Channels, Product) to advocate for customer-centric initiatives.
  • Establish and monitor CX targets across teams, facilitating initiatives that drive improvements in customer satisfaction.
  • Use data to tell compelling stories that shape our customer-centric initiatives and influence strategic decisions across the organization.

Data Analysis, Reporting, and Strategic Communication:

  • Utilize advanced analytics to interpret data, identify trends, opportunities, and pain points impacting customer experience.
  • Monitor timely and trending themes within customer survey data and feedback channels and facilitate regular stakeholder meetings to discuss action plans.
  • Develop and present strategic reports to senior leaders, highlighting critical metrics, trends, and recommendations to enhance customer experience and satisfaction levels.
Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

  • 8+ years direct experience in Customer Experience, Customer Insights, or Voice of Customer in an IT, SAAS, or Fortune 500 Company.
  • Experience managing global customer listening posts, such as NPS programs, and transactional survey programs across key customer & partner journey moments.
  • Strong analytical skills with the ability to interpret complex data sets and extract actionable insights.
  • Demonstrated ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels of the organization.
  • Excellent communication and storytelling skills, with the ability to tailor messages to different audiences, including executives.
  • Knowledge of a variety of survey design and research methods.
  • Experience applying statistical techniques and working knowledge of statistics concepts.
  • Demonstrated passion for Customer Experience and acting as an advocate for customers.
  • Experience using Qualtrics, Medallia, or similar enterprise-level survey tools is a plus.
Additional Information

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 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 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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.



  • Chicago, Illinois, United States Horizontal Talent Full time

    Do you have Google Analytics 4 experience, and are you seeking a new job in Chicago? Horizontal Talent is helping a digital consultancy that designs end-to-end experiences for multiple enterprise level clients find a Sr. Analyst, Analytics and Insights, and the contract role comes with an attractive hourly rate.As a Sr. Analyst, Analytics and Insights, you...


  • Chicago, Illinois, United States Customer Labs Full time

    Join a dynamic and innovative startup that is revolutionizing the Supply Chain sector through real-time tracking and comprehensive visibility. If you are contemplating submitting an application, please ensure you review the entire description before proceeding.About the Position:Customer Labs is seeking a driven and seasoned Customer Success Manager to...


  • Chicago, Illinois, United States Molson Coors Beverage Company Full time

    Consumer Insights ManagerDate: Jul 10, 2024Location:Chicago, IL, USRequisition ID: 31733A Career in Beer and Beyond:Our purpose at Molson Coors Beverage Company is to brew beverages that unite people to celebrate all life's moments. We've been brewing iconic brands for over 350 years and are now proud to be offering a modern portfolio that expands beyond the...

  • Insights Manager

    2 months ago


    Chicago, Illinois, United States HARIBO of America Full time

    As a member of our Marketing department, the Insights Manager is responsible for translating market, category, and point-of-sales data into impactful insights and strategies. The Insights Manager will lead monthly reporting on Panel data, scanner data, point-of-sales data, IRI and/or Nielsen data, and data related to marketing promotions. Located on-site at...


  • Chicago, Illinois, United States NextDeavor, Inc. Full time

    Sr. Customer Success Manager7+ Month W2 ContractChicago, ILBenefits You'll Love:NextDeavor offers health, vision, and dental benefits for contract employees.You'll get 1:1 mentorship and job coaching while working for a company that values your physical, mental, and spiritual well-being.You'll be eligible to receive Paid Sick Leave (Amount varies per...


  • Chicago, Illinois, United States PepsiCo Full time

    About the RolePepsiCo is a leading global food and beverage company operating in over 200 countries with a diverse portfolio of 22 world-renowned brands. Our mission is to create a better future for ourselves, our customers, and the communities we serve.Job SummaryWe are seeking a highly skilled Category Insights Manager to join our PFNA Insights team. As a...


  • Chicago, Illinois, United States The Kraft Heinz Company Full time

    About the RoleThe Kraft Heinz Company is seeking a highly skilled Consumer Insights Manager to join our team. As a key member of our organization, you will play a critical role in providing strategic insights to drive business growth and success.Key ResponsibilitiesLead critical initiatives based on business goals, driving strategic decision-making and...


  • Chicago, Illinois, United States Epsilon Full time

    About the RoleWe are seeking an experienced Senior Product Manager to lead the development of our Segmentation and Insights capabilities. As a key member of our Product Management team, you will be responsible for defining product requirements, creating and managing roadmaps, and managing the product lifecycle of our next-generation segmentation and insights...


  • Chicago, Illinois, United States Aston Carter Full time

    A leading eCommerce company is looking for a Remote Partner Marketing Manager to support their customers If interested, please apply directly.Job Description: The Partner Marketing Concierge Service is a program designed to help eligible partners generate demand for their products and services through integrated marketing activities. As part of this program,...


  • Chicago, Illinois, United States KeHE Distributors Full time

    Why Choose KeHE Distributors?Full-time positionSalary Range: $55,000.00/Yr. - $75,000.00/Yr.Benefits effective from Day 1Health and Prescription CoverageDental InsuranceVision CoverageFlexible Spending Accounts (FSA) and Health Savings Accounts (HSA)Supplemental Life Insurance401(k) Retirement PlanPaid Time OffPaid Sick LeaveShort-term and Long-term...

  • Global Partner Manager

    2 months ago


    Chicago, Illinois, United States Barco Full time

    Function Barco is looking for a Global Partner Account Manager to manage, develop & grow existing and new Healthcare accounts in the Digital Pathology Labs, CRO's and research customer segment. Working with HQ and in the US these accounts have a large National, multinational and some a global footprint. Developing new business and revenue streams for both...


  • Chicago, Illinois, United States Sky Mavis Full time

    About the RoleIn this position, you will serve as the primary liaison for Sky Mavis's network partners, overseeing the daily operations and facilitating launches in new regions while nurturing ongoing partnerships. This role demands a combination of program oversight, relationship cultivation, innovative thinking, business insight, and teamwork. You will...


  • Chicago, Illinois, United States Adtalem Global Education Inc Full time

    Company DescriptionAbout Adtalem Global EducationAdtalem Global Education is a national leader in post-secondary education and leading provider of professional talent to the healthcare industry. Adtalem educates and empowers students with the knowledge and skills to become leaders in their communities and make a lasting impact on public health, well-being...


  • Chicago, Illinois, United States Kraft Heinz Full time

    Job DescriptionHere at Kraft Heinz, we grow our people to grow our business, because we believe that great people make great companies. When you join our table, you can expect access to an array of holistic wellness benefits* and perks, including medical, dental and vision coverage, 7% 401(k) matching, Business Resource Groups (BRGs) to help foster...


  • Chicago, Illinois, United States Barco Full time

    This role is part of the Partner Account Manager team and will report to the Global Partner Manager Director. As a Partner Account Manager, you will be responsible for managing and expanding key customer relationships. You play a critical role in achieving revenue objectives and developing the customer base in this unique segment. We are looking for a...


  • Chicago, Illinois, United States Workday Full time

    Job OverviewLocation: Remote options available, with a preference for candidates who can work hybrid.Key Responsibilities:As the Senior Partner Marketing Manager, you will be instrumental in enhancing Workday's partner ecosystem through targeted marketing strategies.Collaborate with partners to design and implement co-marketing initiatives that drive demand,...


  • Chicago, Illinois, United States Everspring Full time

    Join Our Team as a Senior Partner Marketing Manager at EverspringAs the Senior Partner Marketing Manager at Everspring, you will play a critical role in providing strategic marketing direction to our higher education clients. You will be responsible for delivering key insights and guidance to address a variety of marketing needs. We are looking for a dynamic...


  • Chicago, Illinois, United States Sky Mavis Full time

    About the RoleIn this pivotal position, you will report directly to the head of Payments Operations, serving as the primary liaison for Sky Mavis' network partners. Your focus will be on spearheading launches in new markets while nurturing our ongoing partnerships. This role demands a blend of program management, relationship cultivation, innovative...


  • Chicago, Illinois, United States Riverside Insights Full time

    As a Client Success Specialist at Riverside Insights, your primary responsibility will be to cultivate robust relationships with our current clients, ensuring they are effectively utilizing our products and services. You will collaborate closely with the sales team to identify potential upselling opportunities and provide direct support to our key customers,...


  • Chicago, Illinois, United States Wasson Enterprise Full time

    As a key member of the Payments Operations team, you will serve as the primary liaison for Wasson Enterprise's network partners, facilitating the launch of services in new regions and nurturing our ongoing partnerships. This position demands a blend of program oversight, relationship cultivation, innovative thinking, business insight, and teamwork. You will...