[Hiring] Senior Staff UX Researcher @ServiceNow

Role Description

What you get to do in this role:

• Represent and identify highly complex customer problems across the product and lead the design lifecycle from discovery through design validation and customer adoption.
• Apply and adapt appropriate research techniques and methods for specific project needs.
• Engage with customers to understand their unique needs for our products, defining and synthesizing user types and use cases.
• Partner with Product Managers and Designers to provide highly informed strategic recommendations that influence decision making.
• Validate feature and design direction through participatory design, early concept testing, formative and summative usability testing.
• Provide direction, vision, and leadership for large collaborative efforts.
• Communicate 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 organization.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Experience in applying customer-centered research techniques to product definition and designs.
• Experience defining, planning, and executing research studies including outlining objectives, goals, and timelines.
• A portfolio of work representing research that influenced great insights or experiences.

Requirements

• 10+ years of work experience applying and conducting customer-centered research.
• Experience developing insightful, probing questions that resonate with both highly technical individuals and 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.
• Expert comprehension of personas, product, and technical capabilities.

Benefits

• Base pay of $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation, and benefits.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan and family leave programs.