Senior UX Researcher: Shape 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

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