Led, executed, and deployed entire epics and features like Experience and Events in the Customer Success Center(CSC). The CSC is designed to provide a guided contextual, and personalized experience for our existing customers to learn, seek, contribute, and access information about their ServiceNow products.
Worked with an in-house user experience researcher and a third-party creative team to conduct A/B testing on the new CSC experience, resolving stakeholder conflicts and improving the usability of the product. Post deployment we garnered an NPS score of 9.1/10 and customer satisfaction score of 9.6/10
The New Events page consists of 4 sections (Digital-Live, Digital-On Demand, In Person, and Knowledge). By setting thorough product requirements I reduced technical debt by 25% through working closely with cross-functional business partner, sales teams, and stakeholders.
Consolidated and deployed all product content for the New York Release in the CSC