ServiceNow

Staff UX Researcher, Customer Service Management (CSM)

ServiceNow • $130K — $155K *
Santa Clara, CA 95051In-Person
Consumer Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • BA/BS degree or higher in relevant fields such as Human-Computer Interaction or Psychology.
  • 7+ years of experience in customer-centered research for products.
  • Proven experience with B2B/enterprise customer research and navigating organizational complexities.
  • Ability to critically integrate AI into research processes.
  • Experience evaluating AI functionalities and user trust in research studies.
  • Expert in planning and executing comprehensive research studies with defined objectives.
  • Portfolio showcasing impactful research insights and methodology.

Responsibilities

  • Build continuous insights loops with enterprise customers.
  • Define user types and synthesize product opportunities based on customer needs.
  • Represent customer needs throughout the product lifecycle from discovery to adoption.
  • Distill insights from various engagements to inform strategic and design decisions.
  • Select and adapt research methodologies tailored to project requirements.
  • Collaborate with Product Managers and Designers to shape product roadmaps.
  • Validate features via usability testing and participatory design processes.
  • Evaluate AI model behavior and user trust metrics during research phases.
  • Analyze qualitative and quantitative data for actionable insights.
  • Create user segment artifacts and frameworks to communicate research findings.
  • Integrate AI tools into research workflows and innovate new research methods.
  • Mentor team members and advance the overall research practice.

Benefits

  • Flexible work arrangements tailored to individual personas.
  • Opportunities for professional growth and development.
  • A culture that values diversity and unique perspectives.
  • Collaborative environment in a growing and innovative tech industry.
  • Chance to influence product strategy and customer experience.
Full Job Description
Job Description

Team & Role:
At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products.

This role is part of our UX Research & Insights team - focused on Product, UX, and Customer Research. They understand what customers need and work relentlessly to make discoveries that elevate our products and create experiences that our customers love. Our Researchers enable product management, design, and engineering leadership to make data-driven product strategy and build decisions.

Learn more about our team here: https://www.linkedin.com/company/servicenow/life/userexperience

ServiceNow's CSM strategy centers on turning structured customer workflows into agentic systems where AI agents take on end-to-end task execution alongside humans. A category being defined right now, with emerging interaction patterns. This is a hands-on role: you'll work closely with customers to build deep workflow expertise, translate it for your cross-functional team, explore human + AI interaction models, and evaluate model behavior and trust from PoC through live use, all while building AI into your own research workflow and scoping new methods for a category that doesn't yet have a playbook.

As a subject matter expert on this team, your impact and visibility extend beyond your immediate team. You'll work with and influence cross-functional partners to prioritize research investment and shape product direction, while helping elevate the research practice as a whole.

What you get to do in this role:
  • Build deep, ongoing relationships with lead enterprise customers to create a continuous insights loop
  • Understand customers' unique needs for our products, including defining and synthesizing user types, use cases, and specific UX opportunities
  • Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products
  • Synthesize insights across individual customer engagements to distinguish unique, account-specific needs from patterns common across customer cohorts, informing both strategic direction and detailed design decisions
  • Apply and adapt appropriate research techniques and methods for specific project needs
  • 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
  • Evaluate agentic AI model behavior, user trust, and responsible AI considerations from PoC through live customer use, alongside traditional usability and task success metrics
  • 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
  • Build AI tools and methods into your own research workflow, and help define new research approaches suited to a product category without an established playbook
  • Mentor and elevate research practice across the team, including defining new methods for evaluating AI model behavior and trust that others can adopt


Qualifications

Basic Qualifications (The must have):
  • BA/BS degree or higher in the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Anthropology, Design, or equivalent combination of education and experience
  • 7+ years' of work experience applying and conducting customer-centered research techniques to product definition and designs
  • Experience conducting research directly with B2B/enterprise customers, including navigating complex organizational stakeholders, business processes, and workflows to translate ambiguous business challenges into research questions
  • Experience 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 researching AI-powered products or features, including evaluating AI model behavior, user trust, and responsible AI considerations, in addition to traditional usability and task success
  • 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):
  • Master degree or PhD is a bonus
  • Extensive experience setting research direction and applying customer-centered research techniques to product definition and design, including in ambiguous, 01 product environments
  • Experience embedding directly with a product development team as an ongoing research partner, rather than running research as a discrete, request-driven service
  • 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.

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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