Senior Staff UX Researcher (AI Control Tower)

ServiceNow; Santa Clara (CA); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Generous family leave

Matched donations

Annual learning stipends

Flexible PTO

Competitive retirement plan

Paid volunteer time

Job summary

ServiceNow seeks a senior User Researcher to represent complex customer problems and lead the design lifecycle from discovery through validation and adoption. You will engage with customers to understand their needs, define user types and use cases, and partner with PMs and Designers to influence strategic decisions.

You will validate directions through participatory design and usability testing, provide leadership for large cross-functional efforts, and mentor teammates while shaping the team's

Qualifications

• Experience applying customer-centered research techniques to product definition and designs.
• Ability to leverage AI in decision-making and workflows.
• Expert comprehension of personas, product and technical capabilities.
• Strong presentation skills to visualize complex topics to stakeholders.

Responsibilities

• Represent and identify highly complex customer problems across the product and lead the design lifecycle from discovery through design validation and customer adoption.
• Engage with customers to understand their unique needs for our products, defining and synthesizing user types and use cases.
• Validate feature and design direction through participatory design and usability testing.
• Provide direction and leadership for large collaborative efforts across teams.
• Communicate findings through artifacts like user journeys, jobs to be done, and persona frameworks.
• Mentor team members and champion the discipline across the organization.

Skills

Research methods

AI integration

Persona frameworks

User journeys

Usability testing

Job description

• 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

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time

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 researchExperience 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 industryExperience in applying customer-centered research techniques to product definition and designsExperience 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 methodsExpert comprehension of personas, product and technical capabilitiesExpert presentation skills to visualize technically complex topics and make them easy to understand with customers as well as product management and design stakeholdersExperience with the creation and execution of online surveys as well as rich qualitative research techniquesIn depth knowledge of user interface design, usability evaluation techniques, task analysis, and experimental designExperience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software10+ years’ of work experience applying and conducting customer-centered research