Job details

Sr. Dir., Customer Analytics

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Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

1. Lead the AI and Analytics roadmap for the end-to-end customer journey for the company.

2. Leverage generative AI and classic AI to enable intelligent, personalized automation at every step of the customer lifecycle.

3. Run insights, reporting & analytics for our post-sales customer organization, encompassing professional services, customer success, and renewals.

4. Own the ‘single pane of glass’ for customer health and growth

5. Develop data products to provide customer intelligence, and proactively monitor business performance to guide the company on trends and emerging hotspots across our customer base.

6. Collaborate with cross-functional partners to influence how customer intelligence feeds our sales, marketing, product, and partner motions.

7. Manage team of Product Managers, Data Engineers, Data Scientists, and BI Developers.

Qualifications

To be successful in this role, we need someone who has:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
Extensive experience in the analysis and insights recommendations in customer success/post-sales customer journey.
15+ years of professional experience, with extensive experience in the B2B Customer domain, either in an analytics leadership capacity or as an analytically-savvy customer success leader
5+ years of people management experience, leading or influencing technical teams, preferably with a global remit.
Extensive experience in a Technical Analytics, Data Science role.
Ability to communicate with and influence senior business executives and to translate between technical and non-technical teams
BA/BS, with preferred concentration in business or a quantitative field; Masters degree preferred but not required
Demonstrated experience working cross-functionally with business and technical teams
Passion for and experience in applying AI to business problems in the B2B customer domain
Ability to manage multiple priorities in fast-paced environment, work collaboratively with cross-functional teams, and ensure high quality deliverables with high attention to detail

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $237,800 - $416,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

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

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

Approve of CEO

Average salary estimate

$327000 / YEARLY (est.)

min

max

$237800K

$416200K

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What You Should Know About Sr. Dir., Customer Analytics, ServiceNow

Are you ready to take the lead in transforming customer analytics at ServiceNow as the Sr. Director of Customer Analytics? Located at our Addison, Texas office, you’ll have the incredible opportunity to spearhead the AI and Analytics roadmap for enhancing the end-to-end customer journey. At ServiceNow, we are committed to innovation, and your role will be instrumental in leveraging both generative and classic AI to create intelligent, personalized automation for our customers. You'll drive insights and reporting for our post-sales organization while overseeing customer health and growth initiatives. Your expertise in developing data products will provide critical customer intelligence and guide our team by identifying trends and hotspots in our diverse customer base. Collaboration is key, and you'll work closely with cross-functional partners to ensure that customer intelligence shapes our sales and marketing strategies effectively. With a talented team of Product Managers, Data Engineers, Data Scientists, and BI Developers reporting to you, your leadership will be pivotal in achieving our goals. If you have extensive experience in customer success and a passion for utilizing AI to solve business challenges, we want you on our team as we strive to make the world work better for everyone!

Frequently Asked Questions (FAQs) for Sr. Dir., Customer Analytics Role at ServiceNow

What responsibilities does a Sr. Director of Customer Analytics at ServiceNow have?

The Sr. Director of Customer Analytics at ServiceNow is responsible for leading the AI and Analytics roadmap to enhance the customer journey, driving insights and reporting for the post-sales organization, and developing data products that provide customer intelligence. You’ll also manage a talented team, ensuring customer health and growth while collaborating across various functions.