ServiceNow
Staff UX Researcher Customer Workflows
ServiceNow, Santa Clara, California, us, 95053
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
Provide mentorship to other members of the team and champion the discipline across the organization
Qualifications:
Basic Qualifications (The must have):
BA/BS degree or higher in the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Anthropology, Design, or equivalent combination of education and experience
Extensive experience in applying customer-centered research techniques to product definition and designs
Expert knowledge 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 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 (The nice to have):
7+ years’ of work experience applying and conducting customer-centered research. Master degree or PhD is a bonus
Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software
In depth 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
Expert 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
Experience coaching and mentoring more junior team members, contributing to their growth
Compensation:
For positions in the Bay Area, we offer a base pay of $137,500 - $240,500, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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
talent.acquisition@servicenow.com
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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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
Provide mentorship to other members of the team and champion the discipline across the organization
Qualifications:
Basic Qualifications (The must have):
BA/BS degree or higher in the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Anthropology, Design, or equivalent combination of education and experience
Extensive experience in applying customer-centered research techniques to product definition and designs
Expert knowledge 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 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 (The nice to have):
7+ years’ of work experience applying and conducting customer-centered research. Master degree or PhD is a bonus
Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software
In depth 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
Expert 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
Experience coaching and mentoring more junior team members, contributing to their growth
Compensation:
For positions in the Bay Area, we offer a base pay of $137,500 - $240,500, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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
talent.acquisition@servicenow.com
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.
#J-18808-Ljbffr