Senior Director, Marketing Analytics

Summary

Join ServiceNow as a Marketing Analytics leader to drive the company's marketing analytics strategy and roadmap. You will design, build, and support marketing analytics, assimilating signals from multiple sources and presenting information to stakeholders. Collaborate with various teams to enhance marketing analytics capabilities and improve user experience. Develop unique insights through research and leverage data science and machine learning to improve decision-making. Manage data governance and build a high-performing team. Partner with other analytics leaders to create cohesive analytics solutions and drive cultural change through data-driven decision-making.

Requirements

• 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
• 12+ years of prior experience in Marketing (Customer and Partner Analytics)
• Experience in Business Intelligence, statistics, data science, and building Marketing Analytics programs
• Exposure to the end-to-end Customer Management process: Customer development, Customer management, performance tracking, Customer support, technical support, community, engineering, instrumentation
• Exposure to end to end engagement life cycle
• 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

Responsibilities

• Drive Marketing Analytics strategy and roadmap for the company
• Provide thought leadership in Customer and Partner Analytics
• Design, build and support Marketing Analytics by assimilating signals from multiple sources and present the information in a user-friendly way to the stakeholders: Revenue, Marketing, GTM, Customer and Partner 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 Marketing analytics Customer, alerting capabilities and the interfaces
• Manage and improve the user experience of how the stakeholders consume marketing information
• Develop and deliver unique insights about Customer and Partner through qualitative and quantitative research
• Bring the promise of data science and machine learning to reality within Marketing 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
• Create Analytics 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

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs