Senior Staff Ux Researcher

Summary

Join ServiceNow as a Research professional and collaborate with cross-functional teams to develop research strategies for product and design. Conduct qualitative and quantitative research using various methods to provide insights to stakeholders. Influence product and design decisions by identifying customer pain points and analyzing competition. Partner with Product Managers and Designers to ensure product roadmaps align with customer insights. Communicate research findings effectively to stakeholders and foster a customer-centric culture. This role requires experience in AI integration, customer-centered research, and project management, along with a strong portfolio showcasing impactful research.

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, 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

Responsibilities

• 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

Preferred Qualifications

• 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