Staff UX Researcher

Summary

Join ServiceNow as a User Experience Researcher and represent customer needs throughout the product lifecycle, from discovery to adoption. Apply various research methods to understand customer needs, defining user types and use cases. Partner with product managers and designers to influence product strategy and roadmaps. Validate designs through testing and analyze data to provide actionable insights. Communicate findings through various artifacts, mentor team members, and champion the discipline within the organization. Leverage experience in integrating AI into work processes and possess extensive experience in customer-centered research techniques. A portfolio showcasing impactful research is required.

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
• 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

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

Preferred Qualifications

• 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
• The ability to learn new technical concepts quickly
• Experience coaching and mentoring more junior team members, contributing to their growth

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