Principal UX Researcher, AI/ML at ServiceNow

Santa Clara, United States

Full-Time

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 influences 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

What you have

Basic Qualifications (The must have):

BA/BS degree or higher in the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Human Factors, Anthropology, Human-Computer Interaction, Design, or equivalent combination of education and experience.
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.  This includes developing sample plans and determining the best data collection approach using quantitative and/or qualitative methods.
A portfolio or examples 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):

15+ years’ of work experience applying and conducting customer-centered research, advanced degree is a bonus.
Experience in research of early adopters of GenAI enterprise use cases.
Track record of setting up programs that cut across multiple insights teams.

#UXR

For positions in the Bay Area, we offer a base pay of $181,100 - $316,900, 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!

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. Learn more here.

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 [email protected] 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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Principal UX Researcher, AI/ML

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