ServiceNow

Senior Manager, UX Research Job at ServiceNow in San Diego

ServiceNow, San Diego, CA, United States, 92189

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.

Job Description

What you get to do in this role:

Grow and mentor a team of researchers and supporting research roles,ensuring quality and consistencyofdeliveryforthe team.
Guide researchers on the design and executionofgenerative, formative, and summative research to support product design and development(including but not limited toethnography,interviews, surveys, concept testing,andusability studies).
Review and provide feedback on research project plans and research deliverables.
Coordinate with theHead of Research and Insightsand peer Research Managers to set Research team priorities.
Partnerwith Design Operations and Business Operations in planning, execution, and new process definition for the broader Experience Organization.
Set goals and methods to measure research and design success.
Forecast resource needs and grow the team to provide necessary capabilitiesandexpertise.
Partner closely withBusiness Unit andProduct ManagementLeadershipto influence theportfoliostrategy and roadmaps with validated user research findingsfrom your team.
Own the operations of the Research team which includes overseeing; resource planning,research budget,hiringprocess andpipeline,researchvendor management, process standardization, and tool selection and usage.
Building and owninga customeraccess and recruitmentprogram for conducting and tracking research.
Oversee teamcommunicationsby findingcreative and compelling ways to present and evangelize research insights throughout the company, in order to help cultivate a highly-informed, more effective, and more empathetic organization.
Should be comfortable with architecturaldefinitionsuch as userprofiles, workflows, information architecture definition, wireframing,etc.with the aim ofkeeping a broader perspective ofhowyourteam’sresearchcaninfluencethe broaderServiceNow product strategy.
Expect to travel up to 20% of the year.

Qualifications

To be successful in this role you 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, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
At least 12 years or equivalent combination of education and experience successfully applying user research methods to the design of great products.
Experience growing and managing a team of researches of varying levels.
Experience planning, developing and conducting User Research and Testing.
Experience working with Enterprise IT software (e.g. ServiceNow, Salesforce, PeopleSoft) and various mobile, desktop, and emerging UI platforms (voice, AI, etc.).
Comfortable in a customer facing role where you need to represent the ServiceNow brand.
Knowledge of user interface design, usability evaluation techniques, perception, cognition, task analysis, experimental design and statistics.
Must have strong written and verbal English communication skills.
Obsessed with the relentless pursuit of UX perfection.
Irritated when encountering pull door handles that can only be pushed inward.

For positions in this location, we offer a base pay of $168,900 - $295,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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. Learn more here . 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.

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