Location: Santa Clara, CA. On-site four days per week. This role is not available remotely or as a hybrid arrangement outside the Bay Area.ServiceNow measures itself in part on whether customers would recommend us. This role owns the strategy behind that answer.You will lead a small, senior team responsible for two things: how we measure customer sentiment, and how we understand the customer journey that produces it. NPS is the headline number, but the work underneath it is the harder part — knowing which moments in the customer lifecycle actually drive the score, what the friction costs us, and where the company should spend to fix it. You'll bring that case to the executive team and hold the follow-through.What You’ll OwnNPS end to end. Methodology, sampling, cadence, and segmentation. You own whether the number is trustworthy, whether leadership understands what it's telling them, and whether the closed loop with customers actually closes.The journey and lifecycle model. Define the stages, map the moments that matter, and locate where experience breaks down. Quantify it — renewal risk, expansion drag, support cost — so that prioritization arguments have numbers attached.The CX investment agenda. Convert diagnosis into a ranked set of fixes with named owners outside your team, sized value, and a way to tell whether they worked.Executive and board-level narrative on customer experience. Regular reporting into planning cycles, QBRs, and board materials, in partnership with Corporate Strategy.Cross-functional influence. Product, Customer Excellence, Sales, Support, and Marketing own most of the levers that move the score. You'll need evidence and relationships rather than authority.A three-person team. Set the standard for the work and give two strong people real scope. 
