Jill Newport Helmle
- Role
- Senior Manager, Customer Experience Strategy at ServiceNow
- Location
- San Diego, CA, US
- LinkedIn followers
- 500 followers
About Jill Newport Helmle
Currently, my role is Director, Customer Experience Strategy at ServiceNow, a leading…
Experience
Senior Manager, Customer Experience Strategy
Apr 2020 — Present
Created and leads the global Survey Center of Excellence for the ServiceNow organization; supports all business units, serving over 80 teams/year with their survey needs to inform data driven business initiatives. Instructs internal stakeholders on survey best practices and onboards users onto the Qualtrics Experience Management Platform. Leads the Survey Operations function (including Qualtrics platform management, user governance, system integrations) as a member of the Customer Experience Analytics team. Manages a world-class Survey Center of Excellence and Operations team with expertise in both Qualtrics CX (Customer Experience) and Qualtrics EX (Employee Experience). Builds and nurtures critical stakeholder relationships across the 22k+ ServiceNow organization to create advocacy and support for the Survey Center of Excellence and Customer Experience initiatives. Establishes business priorities and CX roadmap; acting as a liaison between IT, BI, and CX teams. SME on privacy/legal issues related to survey research (e.g, GDPR).
Skills
- Community Development
- Public Relations
- Editing
- Research Design
- Consumer Insights
- Program Management
- Focus Groups
- Writing
- Customer Experience
- Community Outreach
- Qualtrics
- Writing Skills
- Quantitative Research
- Interviews
- Work/Life Balance Expertise
- Statistics
- Survey Design
- Customer Insights
- Community Relations
- Teaching
- Newsletters
- Strategy
- Management Consulting
- Market Research
- Net Promoter Score
- Data Analysis
- Strategic Communications
- Communications Strategy
- Saas
- Program Evaluation
- Press Releases
- Research
- Qualitative Research
- Blogging
- Event Planning
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