Senior UX Researcher, Customer & Partner Experiences

A role to represent customer needs across the product and design lifecycle, apply research techniques, and engage with customers to understand their unique needs for ServiceNow products.

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.
• 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.
• A portfolio with examples of work representing research that influenced great insights or experiences.

Key Skills

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 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.
• A portfolio with examples of work representing research that influenced great insights or experiences.
• 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

Benefits

• 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