Voice of Customer (VoC) Specialist
Company Description
ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
What you get to do in this role:
As the Voice of the Customer (VoC) Specialist within the Customer Experience Strategy team, you will play a crucial role in driving the impact of the insights learned across various customer and partner listening posts. You have direct voice of the customer and/or voice of partner (VoP) experience and are passionate about customer data, with a proven history of driving insights that improve the customer experience.
You'll come with a strong understanding of customer experience analytics, market research, and possess the ability to tell a compelling story with data.
You will support a portfolio of customer and partner listening programs which are critical in driving ServiceNow's holistic perspective of the customer and partner experience. You will come ready to dive deep into customer journeys to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, business strategy, and quality of service. Responsibilities
Voice of the Customer implementation and program management support
- Support with the design and program management of a portfolio of new and emerging VoC and/or VoP programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and the closed loop process.
- Participate in cross-functional insight reviews and action-planning meetings with internal stakeholders.
- Use data driven insights and storytelling to inspire the organization to listen, understand and act on customer and partner feedback.
Survey operations and administration
- Drive operational best practices across several voice of customer and partner programs.
- Partner with internal business stakeholders to drive quality closed loop conversations based on customer and partner feedback.
- Engage with customers, partners, and internal business stakeholders to resolve issues related to VoC programs.
- Partner with internal technical teams to ensure survey deliverability and data quality.
- As needed, lead change management and enablement efforts with the field.
Qualifications
To be successful in this role you have:
- At least 2+ years direct experience in Customer Experience, Customer Insights, or Market Research in an IT, SAAS, or Fortune 500 Company.
- Experience managing customer listening posts, such as NPS programs, advisory boards, transactional survey programs, or event-based surveys.
- Strong program management skills. Experience building, running, and optimizing programs.
- Knowledge of a variety of survey design and research methods.
- Experience with data analysis - comfort analyzing large data sets to identify key trends and insights.
- Experience and success using data to tell a story; including the ability to draw and synthesize insights from multiple different sources.
- Excellent communication skills, including the ability to present complex concepts clearly and persuasively across diverse audiences at various levels of our organization.
- Demonstrated passion for Customer Experience and acting as an advocate for customers.
- Strong critical thinking, influencing, and relationship management skills.
- Experience using Qualtrics, Medallia, or similar enterprise level survey tools 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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
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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Work personas
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
Flexible
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
Remote
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.