ServiceNow
ServiceNow is hiring: Manager UX Research in San Diego
ServiceNow, San Diego, CA, United States, 92189
Job Description
At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products.
This role is part of our Research team – focused on Market, Product, UX, and Customer Research. They understand what customers need and work relentlessly to make discoveries that elevate our products and create experiences that our customers love. Our Researchers lead and enable product management, design, and engineering leadership to make data-driven product strategy decisions.
What you get to do in this role:
Represent the needs of ServiceNow customers or partners and their end users associated with ServiceNow's products, competing products, or future concepts.
Collaborate with key stakeholders including designers, other researchers, and product managers to identify objectives, goals, timelines and research execution plan.
Work directly with external vendors to procure research sample, research reports, and partner on research projects as needed.
Execute various types of primary research and analysis, from early discovery, usage and needs, through product design validation.
Apply appropriate research techniques and methods for the specific project, such as individual customer interviews, focus groups, diary studies, journey mapping, user flows, information architecture definition, and wireframing to aid in the formulation of insights that improve product functionality and user experience.
Develop strategic research plans including discussion guides, contingency plans and other instruments from rough outline to the final version.
Partner closely with Product Management to influence product strategy and roadmaps with validated user research findings.
Collaborate on feature definition and user story creation as needed.
Work collaboratively inside a cross-functional team, effectively integrating your research into the product definition and design phases.
Influence architectural design tasks such as user flows, information architecture definition, wireframing, etc. with the aim of communicating design opportunities to the broader Design and Product teams.
Text analysis and coding of open-end responses which might include product feature requests, problem reports, discussion forums, and community discussions.
Analyze and synthesize data in order to generate strategic and tactical insights with actionable recommendations that drive product improvements, innovations, and customer experience improvements.
Prepare reports of findings, create PowerPoint and Excel reports, explaining methods used and insights learned, and presenting research results to key stakeholders and leadership (C-Level, director level).
Qualifications:
Basic Qualifications:
Passionate about growing and mentoring people
7+ years of experience in defining, planning and executing research studies including outlining objectives, goals, and timelines.
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!
For positions in this location, we offer a base pay of $123,800 - $216,500, plus equity (when applicable), variable/incentive compensation and benefits.
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.
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 globaltalentss@servicenow.com for assistance.
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