Senior Staff Quantitative UX Researcher

Summary

Join ServiceNow as a highly experienced researcher to tackle complex customer challenges. You will lead the design lifecycle, from initial discovery to customer adoption, employing various research techniques. Engage directly with customers to understand their needs, synthesize user types and use cases, and partner with product and design teams. Your strategic recommendations will influence key decisions. You will validate designs through testing and provide leadership for collaborative efforts. Communicate findings effectively and mentor team members. A strong portfolio showcasing impactful research is essential.

Requirements

• 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
• BA/BS degree or higher in the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Human Factors, Anthropology, Human-Computer Interaction, Design, or equivalent combination of education and experience
• Experience developing, deploying, and analyzing large N surveys
• Advanced statistical knowledge (Max diff, regression, small N analysis, ANOVA etc)
• Strong leadership and strategic mindset to drive projects end to end
• Experience in applying customer-centered 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

Responsibilities

• Represent and identify highly complex customer problems across the product and lead the design lifecycle from discovery through design validation and customer adoption
• Apply and adapt appropriate research techniques and methods for specific project needs
• Engage with customers to understand their unique needs for our products, defining and synthesizing user types and use cases
• Partner with Product Managers and Designers to provide highly informed strategic recommendations that influences decision making
• Validate feature and design direction through participatory design, early concept testing, formative and summative usability testing
• Provide direction, vision and leadership for large collaborative efforts
• Communicate and educate partners on 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

Preferred Qualifications

• 10+ years’ of work experience applying and conducting customer-centered research, Advanced degree is a bonus
• 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 presentation skills to visualize technically complex topics and make them easy to understand with customers as well as product management and design stakeholders
• Expert comprehension of personas, product and technical capabilities

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs