Senior UX Researcher, Customer & Partner Experience

Servicenow; Chicago (IL); On-site; USD 129,000 - 219,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Flexible time away plan

Family leave programs

Job summary

ServiceNow in Chicago is seeking a UX Researcher to represent customer needs across the product and design lifecycle from discovery through validation and adoption across a portfolio of products. You will engage with customers to understand their unique needs, define user types, use cases, and opportunities.

You will partner with Product Managers and Designers to influence strategy and roadmaps, validate design direction through usability testing, and synthesize qualitative studies with

Qualifications

• Must have experience applying customer-centered research to product definition and design
• Experience integrating AI into work processes, decision-making, or problem-solving
• Ability to plan and execute research studies with objectives, goals, and timelines
• A portfolio showing research that informed insights and experiences

Responsibilities

• Represent customer needs across product and design lifecycle from discovery through validation and adoption
• Apply and adapt research techniques for specific project needs
• Engage with customers to define user types, use cases, and UX opportunities
• Partner with Product Managers and Designers to influence strategy and roadmaps
• Validate feature and design direction through usability testing
• Analyze qualitative and quantitative data to generate actionable insights
• Communicate findings through artifacts like personas, jobs-to-be-done, and user journeys

Skills

AI in workflows

Customer-centered research

Study design & data collection

Portfolio of research work

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

What you get to do in this role:

• 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

Qualifications

Basic Qualifications (The must have):

• 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.
• Solid experience in applying customer-centered research techniques to product definition and designs
• Understanding and experience 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 with examples 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

Preferred Qualifications

• 5+ years of work experience conducting customer-centered research
• Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software
• Deeper 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
• Excellent 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

For positions in this location, we offer a base pay of $128,900 - $219,100, 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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