Director, Customer Analytics

Servicenow Santa Clara , CA 95051

Posted 6 months ago

Director, Customer Analytics

Santa Clara, CA

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We're disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our Customer, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

The successful candidate is a high-energy, self-starter with an established, documented competence in the program management space. You like to work in a fast-paced, collaborative environment. The successful candidate thinks strategically, acts tactically, and possesses a strong ability to conceptualize, develop, drive, coordinate and manage a large program. You enjoy tackling new initiatives and writing the playbook as you go on how to do things right.

About the role:

As ServiceNow continues its unprecedented growth, the company seeks to further establish its data and

advanced analytics foundation and capabilities. ServiceNow is seeking an analytic and strategic thinker to lead the Customer Analytics function. The Director of Customer Analytics will ensure the company operates on the best Customer insights for all the cross functional users across the company, leadership team and the users in the Customer organization, to scale the company. This position will be reporting to the Vice President of Analytics and will be part of the overall Analytics transformation program at ServiceNow.

What you get to do in this role:

  • Drive Customer Analytics strategy and roadmap for the company. Provide thought leadership in the area of Customer Analytics.

  • Design, build and support the Customer Analytics Customer by assimilating signals from multiple sources and present the information in a user-friendly way to the stakeholders: Customer organization, cross functional users across the company, and the leadership team.

  • Partner with the Customer organization, engineering team, data instrumentation team and stakeholders to envision best Customer analytics Customer, alerting capabilities and the interfaces.

  • Manage and improve the user experience of how the stakeholders consume Customer information.

  • Develop and deliver unique insights about the Customer and Customers through qualitative and quantitative research.

  • Bring the promise of data science and machine learning to reality within Customer Analytics, increasing decision effectiveness and speed.

  • Own the telemetry of Customer data and the definitions.

  • Define and implement policies, processes and procedures for the governance and management of data including data capture from our cloud platform, storage, security, integration, analysis and reporting.

  • Build a best-in-class team for the exploitation of data, using cloud and social era tools and techniques for data analytics, mining and visualization. Build multiple successors and a team that meets the business needs of the future.

  • Partner with peer leaders in the Analytics organization (Sales Analytics, Finance Analytics, Marketing Analytics, Customer, and Talent Analytics) to develop and deliver cohesive Analytics Customer to the company and connect all employees with right data.

Desired Outcomes:

  • Create Customer Analytics Customer with maximum adoption from the stakeholders (measured by reach and frequency), user satisfaction, and business impact.

  • Drive a cultural change, leveraging analytics and data science, to accelerate and enhance critical company priorities on Customer.

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

  • 12+ years of prior experience in Customer Analytics.

  • Experience in Business Intelligence, statistics, data science, and Analytics Customer building.

  • Exposure to the end-to-end Customer Management process: Customer development, Customer management, performance tracking, Customer support, technical support, community, engineering, instrumentation.

  • Experience in managing instrumentation and telemetry data from modern cloud platforms.

  • 10+ years of experience in leading a team and ability to work with highly cross functional teams to achieve common goals.

  • Thought leadership and influencing skills to share what are the possibilities of Customer Analytics and cultivate interest amongst stakeholders.

  • Exceptional verbal and written communication skills and ability to engage effectively at all levels of the organization.

We provide competitive compensation, generous benefits.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Member Of Technical Staff (Ic2) OCI Advanced Bigdata Analytics Service


Posted 2 days ago

VIEW JOBS 10/17/2019 12:00:00 AM 2020-01-15T00:00 Design, develop, troubleshoot and debug software programs for databases, applications, tools, networks etc. As a member of the software engineering division, you will apply basic to intermediate knowledge of software architecture to perform software development tasks associated with developing, debugging or designing software applications or operating systems according to provided design specifications. Build enhancements within an existing software architecture and occasionally suggest improvements to the architecture. Duties and tasks are standard with some variation; displays understanding of roles, processes and procedures. Performs moderately complex problem solving with assistance and guidance in understanding and applying company policies and processes. BS degree or equivalent experience relevant to functional area. 1 year of software engineering or related experience. Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law. The Oracle Cloud Infrastructure (OCI) team can provide you the opportunity to build and operate a suite of massive scale, integrated cloud services in a broadly distributed, multi-tenant cloud environment. OCI is committed to providing the best in cloud products that meet the needs of our customers who are tackling some of the world's biggest challenges. We offer unique opportunities for smart, hands-on engineers with the expertise and passion to solve difficult problems in distributed highly available services and virtualized infrastructure. At every level, our engineers have a significant technical and business impact designing and building innovative new systems to power our customer's business critical applications. Oracle Cloud Infrastructure (OCI) is leading the transformation to cloud-native Big Data technologies in our hyper scale, multi-tenant cloud deployed in more than 20 regions worldwide. OCI is committed to providing the best in cloud services that meet the needs of our customers who are tackling some of the world's biggest challenges. We offer unique opportunities for smart, hand-on engineers with expertise and passion to solve difficult problems in distributed highly available services and virtualized infrastructure. We are looking for an experienced software engineer who can help in the buildout of an advanced Data Analytics Service, based on Apache Spark Few of the responsibilities: * Design and Development of systems and modules that would enable mission critical fully managed data-analytics services to be operated efficiently and with predictable SLA's. * Design the deployment so it is the best in class in terms of reliability, with well-defined ways of upgrading, patching, etc. * Drive design and development of cloud native integration with the Security, Logging and Monitoring infrastructures. * Work with operations to build and configure maintainable, resource-efficient systems. * Contribute ideas for continually improving the team's productivity and code quality Desired Skills and Experience * 2 years of experience in software development. * Strong knowledge of data structures, algorithms, & distributed systems. * Proficiency in Spark development. * Experience building Services using Spark * Strong programming skills in Java * Development experience using Cloud native infrastructure like Kubernetes * Experience working with distributed systems * Experience with SQL and data management * Take initiative and be responsible for delivering complex software Excellent problem solver, analytical thinker and quick learner * BS or MS in Computer Science or a related technical field * Design, develop, troubleshoot and debug software programs for databases, applications, tools, networks. Etc. Oracle Santa Clara CA

Director, Customer Analytics