Servicenow
Sr. Staff UX Researcher, AI/ML
Servicenow, Santa Clara, California, us, 95053
Company 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.Job Description
What you get to do in this roleRepresent and identify highly complex customer problems across the product and lead the design lifecycle from discovery through design validation and customer adoptionApply and adapt appropriate research techniques and methods for specific project needsEngage with customers to understand their unique needs for our products, defining and synthesizing user types and use casesPartner with Product Managers and Designers to provide highly informed strategic recommendations that influence decision makingValidate feature and design direction through participatory design, early concept testing, formative and summative usability testingProvide direction, vision and leadership for large collaborative effortsCommunicate and educate partners on findings through artifacts such as specific user segments, persona frameworks, jobs to be done, user journeys, task analyses, etc.Provide mentorship to other members of the team and champion the discipline across the organizationQualifications
Basic Qualifications (The must have):Experience in applying customer-centered research techniques to product definition and designsExperience 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 methodsA portfolio 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 researchPreferred Qualifications (The nice to have):10+ years of work experience applying and conducting customer-centered researchExperience developing insightful, probing questions that resonate with both highly technical individuals through business-minded end-users using enterprise softwareIn-depth knowledge of user interface design, usability evaluation techniques, task analysis, and experimental designExperience with the creation and execution of online surveys as well as rich qualitative research techniquesExpert presentation skills to visualize technically complex topics and make them easy to understand with customers as well as product management and design stakeholdersExpert comprehension of personas, product and technical capabilities
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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.Job Description
What you get to do in this roleRepresent and identify highly complex customer problems across the product and lead the design lifecycle from discovery through design validation and customer adoptionApply and adapt appropriate research techniques and methods for specific project needsEngage with customers to understand their unique needs for our products, defining and synthesizing user types and use casesPartner with Product Managers and Designers to provide highly informed strategic recommendations that influence decision makingValidate feature and design direction through participatory design, early concept testing, formative and summative usability testingProvide direction, vision and leadership for large collaborative effortsCommunicate and educate partners on findings through artifacts such as specific user segments, persona frameworks, jobs to be done, user journeys, task analyses, etc.Provide mentorship to other members of the team and champion the discipline across the organizationQualifications
Basic Qualifications (The must have):Experience in applying customer-centered research techniques to product definition and designsExperience 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 methodsA portfolio 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 researchPreferred Qualifications (The nice to have):10+ years of work experience applying and conducting customer-centered researchExperience developing insightful, probing questions that resonate with both highly technical individuals through business-minded end-users using enterprise softwareIn-depth knowledge of user interface design, usability evaluation techniques, task analysis, and experimental designExperience with the creation and execution of online surveys as well as rich qualitative research techniquesExpert presentation skills to visualize technically complex topics and make them easy to understand with customers as well as product management and design stakeholdersExpert comprehension of personas, product and technical capabilities
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