Staff UX Researcher

**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 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
- 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)**:

- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- 8+ years of relevant UX Research experience.
- 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)**:

- Strong qualitative research background with expertise in workshop facilitation, customer visit moderation, and rapid synthesis of insights; must excel at cross-functional collaboration across Product, Design, Engineering and Research.
- 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

**Additional Information** Work Personas**

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

**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**

**Export Control Regulations**

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.