Senior UX Researcher, Customer & Partner Experience

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.

Preferred Qualifications

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.

Responsibilities

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

Requirements

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

Nice to have

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