Staff UX Researcher

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role:

• Collaborate with cross-functional teams to create research strategies for exploratory, generative and evaluative studies to inform the right priorities for product and design
• Conduct various qualitative and quantitative research methods (like Focus group discussions, Depth interviews, Usability tests, Quantitative surveys, Secondary research etc.) to provide granular insights to stakeholders and leadership.
• Influence optimal product and design decisions by identifying customer pain points, addressing need gaps, and thorough competition analysis.
• Partner with Product Managers and Designers across different verticals and geographies to ensure that product and design roadmaps are supported by well-informed customer insights.
• Communicate and educate partners on findings through artifacts such as specific user segments, persona frameworks, jobs to be done, user journeys, task analyses, etc
• Evangelize research and customer feedback through suitable platforms to stakeholders and leadership using effective and clear communication methods, to foster a customer-centric culture.

Qualifications

Basic Qualifications (The must have):

• 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, analysing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Experience in applying customer-cantered research techniques to product definition and designs
• Experience defining, planning and executing research studies including outlining objectives, goals, and timelines. This includes developing sample plans and determining the best data collection approach using quantitative and/or qualitative methods
• A portfolio of work representing research that influenced great insights or experiences. This includes examples of research goals, research methodologies used, the process followed, your involvement and role, data visualizations, and crisply articulated insights from the research
• Expert presentation skills to visualize technically complex topics and make them easy to understand with customers as well as product management and design stakeholders
• Strong Project Management Skills, ability to multitask in projects in parallel

Preferred Qualifications (The nice to have):

• 10+ years’ of work experience applying and conducting customer-cantered research
• Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software
• In depth knowledge of user interface design, usability evaluation techniques, task analysis, and experimental design
• Experience with the creation and execution of online surveys as well as rich qualitative research techniques
• Expert comprehension of personas, product and technical capabilities

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.