Customer Experience Data Analyst

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 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.

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

Come join the Customer Experience Strategy team and work with a talented and seasoned group of customer experience management experts. As the Customer Experience Analyst within the Customer & Partner organization, you will play a crucial role in improving customer loyalty and growth by moving the company to action using voice of customer and partner insights. By combining customer analytics with business insights, you will develop a deep, holistic understanding of our customers and generate actionable insights that drive business decisions.  

You'll come with a strong understanding of customer experience analytics, statistical analysis techniques, and the ability to tell a compelling story with data. We’re looking for someone who gets excited to explore, understand, and solve real customer problems using data.

What you get to do in this role:

• Conduct analysis of ServiceNow’s customer experience and partner experience data, including performance trends, driver analysis, forecasting, and initiative measurement
• Summarize analyses into compelling, easy to understand presentations to share with internal stakeholders
• Develop Tableau dashboards to automate recurring analyses
• Partner with other analytics teams at ServiceNow on joint research projects that combine experience, operational, and financial data to solve business problems
• Use data-driven insights and storytelling to inspire the organization to listen, understand and act on customer feedback

Qualifications

To be successful in this role you have:

• 2+ years of experience conducting statistical analysis, preferably in customer experience or market research
• Degree (Bachelor’s or Master’s) in an analytical field (e.g., Mathematics, Statistics, Data Science)
• Strong analytical skills with the ability to analyze, interpret, and disseminate large amounts of data with attention to detail and accuracy.
• Advanced expertise in Excel
• Experience with a statistical software package (e.g., Python, R, SPSS, SAS) to perform advanced analytics (e.g., regression, clustering, and time-series analyses)
• Experience writing and reading SQL queries for data extraction, manipulation, reporting, and ad hoc requests.
• Experience designing and developing dashboards (e.g., in Tableau)
• Great communication skills, both written and verbally, with the ability to effectively communicate complex technical concepts.
• At this time we are not able to sponsor Visa's on this role

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 talent.acquisition@servicenow.com 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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