Senior User Experience Researcher

ServiceNow; Santa Clara (CA); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Magnit Global benefits

Job summary

ServiceNow is seeking a Senior UX Researcher to shape the employee experience by leading research across the full user-centered design cycle. You will plan and conduct qualitative and quantitative studies to uncover employee needs, translate insights into actionable recommendations, and guide product strategy and design decisions.

The role requires partnering with senior stakeholders, facilitating workshops with product teams, and delivering story-driven presentations that influence decisions

Qualifications

• 7+ years of professional user research experience in product development.
• Experience with enterprise software teams, informing strategy and design.
• A portfolio demonstrating user research skills is required.

Responsibilities

• Plan and conduct qualitative and quantitative research across the design cycle.
• Translate insights into actionable recommendations for product strategy.
• Lead discovery to identify opportunities and frame problems.
• Facilitate iterative research to test concepts and prototypes.
• Conduct evaluative studies measuring usability and satisfaction.

Skills

Qualitative methods

Quantitative methods

Interviews

Usability testing

Surveys

Data analysis

Storytelling

Workshop facilitation

Cross-functional

Education

Bachelor's or Master's in HCI

Enterprise software experience

Tools

Research tools

Analytics platforms

Job description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®.

Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.

A Senior UX Researcher supporting our product teams will play a critical role in shaping the employee experience by leading research efforts across the entire user-centered design cycle. This role involves planning and conducting qualitative and quantitative research to uncover employee needs, motivations, and pain points, and translating those insights into actionable recommendations that inform product strategy and design decisions. The researcher will engage in discovery research to identify opportunities and guide problem framing, facilitate iterative research to test concepts and prototypes, and conduct evaluative studies to measure usability, satisfaction, and overall impact.

Skills

• The ideal candidate will bring a strong foundation in both qualitative and quantitative research methods, with proven experience applying them across the product development lifecycle.
• They should have expertise in designing and conducting interviews, usability testing, surveys, and data analysis, as well as synthesizing findings into actionable insights that influence design and strategy.
• A high level of proficiency in communication—both verbal and written is essential, with expert-level experience delivering engaging, story-driven presentations to clearly convey research findings and their impact.
• The role also requires experience facilitating workshops with product teams to align on insights, co-create solutions, and drive collaboration.
• Candidates should be able to balance strategic thinking with hands‑on execution, thrive in a cross‑functional environment, and demonstrate deep empathy for employees as end users.
• Experience with research tools, analytics platforms, and frameworks for scaling research within large organizations will be highly valuable, along with the adaptability to manage multiple projects in a fast‑paced, evolving environment.
• A professional portfolio demonstrating user research skills and expertise is required for this role.

Education

• This role requires 7+ years of professional experience conducting user research in product development environments, with a strong track record of shaping strategy and improving experiences through evidence-based insights. Candidates should have experience working across the full user-centered design cycle, from discovery through evaluative research, and be comfortable partnering with senior stakeholders to influence decisions.
• Experience working on teams developing enterprise software is strongly preferred, as this role focuses on supporting complex employee-facing tools and systems.
• A bachelor’s or master's degree in Human‑Computer Interaction, Cognitive Psychology, User Experience, or a related field is required. Equivalent practical experience in applied research within complex organizations may also be considered in place of an advanced degree.
• A professional portfolio demonstrating user research skills and expertise is required for this role.

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.