ServiceNow
Staff UX Researcher at ServiceNow
Overview What you get to do in this role: represent customer needs across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products; apply and adapt research techniques; engage with customers to understand needs, define user types and use cases; partner with Product Managers and Designers to influence product strategy and roadmaps; validate feature and design direction through participatory design and usability testing; analyze and synthesize qualitative and quantitative data to generate actionable insights; communicate findings through user segments, journey maps, jobs to be done, and other artifacts; provide mentorship to team members and champion the discipline across the organization.
Responsibilities Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products
Apply and adapt appropriate research techniques and methods for specific project needs
Engage with customers to understand their unique needs for our products, including defining and synthesizing user types, use cases, and specific UX opportunities
Partner with Product Managers and Designers to influence product strategy and roadmaps
Validate feature and design direction through participatory design, early concept testing, formative and summative usability testing
Analyze and synthesize qualitative studies and quantitative data across studies and secondary research to generate strategic and tactical insights with actionable recommendations
Communicate findings through artifacts such as specific user segments, persona frameworks, jobs to be done, user journeys, task analyses, etc
Provide mentorship to other members of the team and champion the discipline across the organization
Qualifications Basic Qualifications 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.
Extensive experience in applying customer-centered research techniques to product definition and designs
Expert knowledge in 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
Preferred Qualifications Experience developing insightful, probing questions that resonate with both highly technical individuals and 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 presentation skills to visualize technically complex topics and make them easy to understand with customers as well as product management and design stakeholders
The ability to learn new technical concepts quickly
Experience coaching and mentoring more junior team members, contributing to their growth
Compensation and Benefits For positions in this location, we offer a base pay of $147,300 - $257,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. The base pay shown is a guideline, and total compensation will vary based on 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 and is subject to change based on work location.
Work Personas and Equal Opportunity Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and location. To determine eligibility for a work persona, ServiceNow may confirm the distance between your residence and the closest ServiceNow office using a third-party service.
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, applicants with arrest or conviction records will be considered in accordance with legal requirements.
Accommodations: If you require a reasonable accommodation to complete any part of the application process, or need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations: Some positions require access to controlled technology subject to export control regulations. Employment is contingent upon ServiceNow obtaining any export license or other approval required by applicable authorities.
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