Lead AI UX Researcher

ServiceNow; Mountain View (CA); On-site; USD 221,000 - 387,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Principal Experience Researcher, AI to translate complex user behavior into actionable product direction. You’ll blend qualitative and quantitative methods, bridging end-user experiences and ML systems to drive trustworthy and intuitive AI-powered experiences.

You will lead research strategy, collaborate with product, design, engineering, and data science teams, and shape evaluation frameworks for AI features across the product lifecycle.

Qualifications

• 10+ years of professional experience in user experience research, product research, human-computer interaction, behavioral science, or a related field.
• Strong grounding in qualitative and quantitative research methods, with sound judgment in sampling, survey design, experimentation, bias, validity, and data interpretation.
• A portfolio or work samples showing research process, analytical capabilities, and influence on product decisions.

Responsibilities

• Identify opportunities by connecting large-scale behavioral data with qualitative insights to shape product strategy.
• Set research strategy and prioritize the research portfolio around high-impact questions to guide investment decisions.
• Translate user needs into signals informing the design, development, and evaluation of AI systems.
• Define evaluation strategies for AI-powered experiences with clear success measures across teams.
• Investigate model and experience failures and recommend improvements across product and systems.
• Collaborate with product, design, engineering, data science, and ML leaders to align teams on evidence-based directions.
• Evaluate new concepts from discovery to launch and continuous improvement.
• Communicate findings via narratives, visuals, artifacts, and recommendations for both technical and nontechnical audiences.

Skills

AI in work processes

UX research

Qualitative methods

Quantitative methods

Data interpretation

Communication skills

Stakeholder management

Portfolio/work samples

SQL

R

Python

Tools

SQL

R

Python

Job description

ServiceNow is seeking a Principal Experience Researcher, AI to translate complex user behavior into actionable product direction. You’ll blend qualitative and quantitative methods, bridging end-user experiences and ML systems to drive trustworthy and intuitive AI-powered experiences.

You will lead research strategy, collaborate with product, design, engineering, and data science teams, and shape evaluation frameworks for AI features across the product lifecycle.