ServiceNow

Sr. Staff UX Researcher, AI Control Tower

ServiceNow • $190K — $334K *
Santa Clara, CA 95051In-Person
Consumer Technology
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Experience integrating AI in work processes and decision-making
  • Proficiency in customer-centered research techniques for product design
  • Skilled in defining and executing comprehensive research studies
  • Portfolio showcasing impactful research and insightful outcomes
  • Preferred: 10+ years in customer-centered research, including enterprise software contexts
  • Preferred: Expertise in user interface design and usability evaluation
  • Preferred: Strong presentation skills for complex topics

Responsibilities

  • Identify and represent complex customer challenges through the design lifecycle
  • Apply tailored research methods to meet specific project needs
  • Engage with customers to capture their unique product requirements
  • Collaborate with Product Managers and Designers for strategic recommendations
  • Validate feature direction through various usability testing techniques
  • Lead large collaborative projects with a clear vision
  • Share findings with partners using diverse artifacts and frameworks
  • Mentor team members and advocate for design discipline across the organization

Benefits

  • Comprehensive health plans including flexible spending accounts
  • 401(k) Plan with company match
  • Employee Stock Purchase Plan (ESPP)
  • Matching donations program
  • Flexible time away plan
  • Family leave programs
  • Flexible work personas: remote, hybrid, or in-office options
Full Job Description
Job 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 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


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.
  • 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 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):
  • 10+ years' of work experience applying and conducting customer-centered 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
  • Expert comprehension of personas, product and technical capabilities

For positions in this location, we offer a base pay of $190,900 - $334,100, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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