Principal UX Researcher, Moveworks

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

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Team & Role:

Moveworks is looking for a mixed-methods Principal Experience Researcher, AI to turn complex user behavior into clear, actionable product direction. You’ll combine qualitative research with quantitative analysis to understand not only what people do, but why they do it.
You’ll serve as a critical bridge between end-user experiences and the machine learning systems that power them. By translating user needs, behaviors, and feedback into measurable signals, you’ll help teams evaluate and improve model performance—and ensure our AI creates experiences that are useful, trustworthy, and intuitive.
This is a generalist research role for someone comfortable working across methods and stages of product development. You don’t need an engineering background, but you should be curious about how AI systems work and able to collaborate effectively with technical partners.

What you get to do in this role

• Identify and prioritize opportunities across the end-user journey by connecting large-scale behavioral data with qualitative insights, shaping product strategy and roadmap priorities.


• Set research strategy and prioritize the research portfolio around high-impact user and business questions, selecting approaches that balance scope, depth, speed, and confidence to guide investment decisions.


• Translate user needs and behaviors into clear signals that inform the design, development, and evaluation of AI and machine learning systems.


• Define the evaluation strategy for AI-powered experiences, establishing frameworks, quality standards, and shared success measures across product, design, and machine learning teams that connect model performance to usability, relevance, trust, and user outcomes.


• Investigate model and experience failures, identify recurring patterns, and recommend improvements across the product and underlying systems.


• Serve as a strategic partner to product, design, engineering, data science, and machine learning leaders, framing critical questions, challenging assumptions, and aligning teams on evidence-based product direction.


• Evaluate new concepts and product experiences throughout development—from early discovery and prototyping through launch and continuous improvement.


• Communicate findings through clear narratives, data visualizations, research artifacts, and recommendations tailored to technical and nontechnical audiences.

Qualifications

What You Bring:

• 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.


• 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, including generative and evaluative approaches, with sound judgment in sampling, survey design, experimentation, bias, validity, and data interpretation.


• Demonstrated ability to analyze large or complex behavioral datasets, including product usage logs, and translate findings into actionable product insights.


• Strong written, verbal, and visual communication skills, including the ability to make complex findings clear to different audiences.


• Strong collaboration and stakeholder-management skills, with experience building alignment across product managers, engineers, and designers.


• A portfolio or work samples that demonstrate your research process, analytical capabilities, and influence on product decisions and user outcomes.

The nice to have:

• Experience conducting lean UX research in a fast-paced environment.


• Experience researching AI-powered, machine learning, conversational, search, or recommendation experiences.


• Experience developing or improving evaluation systems, benchmarks, rubrics, or quality metrics for AI products.


• Familiarity with product analytics, experimentation platforms, data visualization tools, or statistical analysis software.


• Experience using SQL, R, Python, or similar tools. Technical fluency is valued, but hands-on programming experience is not required.

For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as 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 in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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