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Job Description

Define goals and objectives of the ESM Service Analytics & Insights team, aligned with the overarching Digital employee experience framework and execute to achieve the expected business outcomes.

Establish a set of key metrics and KPIs for Service performance (SLA, KPIs) and XLAs, including user behaviors measurements through different engagement channels and through different data sources: ensure both quantitative data (e.g. page views, bounce rates, etc.) and qualitative data (e.g. user feedback, surveys, etc.) are included.

Business ownership of the Service performance and service experience analytics technologies (e.g. ServiceNow, etc) and ensure alignment with data collection requirements.

Define and implement solutions to capture relevant data in collaboration with the IT teams, across the various data sources (e.g. ServiceNow)) and across all the employee engagement channels for services (i.e. web portal, mobile, chat, chatbot, phone, IVR, helpdesk, etc.).

Analyze and interpret the collected data, using structured methods and frameworks to correlate user data and behaviors. Synthesize quantitative and qualitative data to identify patterns, trends, and areas for improvement.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

8 to 10 years experience in relevant roles such as Service design, Experience design, Service performance management, Service delivery, business architecture, or Process design with 3 to 5 years experience specifically in designing, configuring, or implementing ServiceNow

Broad experience with digital transformation initiatives at the enterprise level, across multiple functions

Broad experience with service performance & user behavioral data (both qualitative and quantitative), analytics and insights

Deep knowledge of ServiceNow Performance analytics & Service Experience Analytics & Insights technologies, tools for surveys and for collecting customer feedback

Deep knowledge of both quantitative & qualitative methods for data analysis (e.g. usability testing, focus groups engagement, etc.)

Experience with Design thinking methods and UX design

Experience applying strategic frameworks to analyze complex business challenges

Ability to make business recommendations and successfully implement them across an organization

Ability to gain support for new ideas and align stakeholders.

Prior experience in management, and in digital transformation consulting

Bachelors degree required, master degree preferred

Exceptional communication skills, written skills, and business acumen null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].