Customer-Centric Researcher

2 weeks ago


Hyderabad, Telangana, India ServiceNow Full time
Job Description

We are looking for a talented Customer-Centric Researcher to join our team at ServiceNow. In this role, you will be responsible for applying customer-centered research techniques to product definition and design.

  • 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):

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

Preferred Qualifications (The nice to have):

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

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.



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