Senior Director, Product Analytics
CurrentKey responsibilities: Lead expanded Analytics team including Data Science, AI, Product Management, Analysts, Engineering, and Data Governance focused on creation of self-serve tooling integrated with AI models to provide key insights and next-best actions to technology stakeholders at every stage of the product lifecycle, from development and release to adoption and quality.-Created reporting framework to track all aspects of ServiceNow Generative AI products, including quantifying value customers derive from AI capabilities, measuring LLM quality including safety and hallucinations, and overall adoption of Generative AI capabilities and LLM performance across the customer base.-Developed internal AI models and systems to surface insights and reporting from unstructured data for the Customer Support, Product Management and Engineering orgs.-Developerd internal AI prediction models to create next-best action and defect impact analysis reporting for Engineering and Quality teams.-Created and managed data governance functions, including tooling, governance teams, and processes to improve quality and consistency of data across the product lifecycle, including a universal product taxonomy, adoption data review process, and advisory function to Product Management to ensure that meaningful adoption signals are collected around all ServiceNow applications and products.
