Manager, UX Research

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.

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 Research team – focused on Market, 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 lead and enable product management, design, and engineering leadership to make data-driven product strategy decisions.

What you get to do in this role: 
 

• Represent the needs of ServiceNow customers or partners and their end users associated with ServiceNow's products, competing products, or future concepts. 
• Collaborate with key stakeholders including designers, other researchers, and product managers to identify objectives, goals, timelines and research execution plan. 
• Work directly with external vendors to procure research sample, research reports, and partner on research projects as needed. 
• Execute various types of primary research and analysis, from early discovery, usage and needs, through product design validation. 
• Apply appropriate research techniques and methods for the specific project. Methods such as individual customer interviews, focus groups, diary studies, journey mapping, user flows, information architecture definition, wireframing and others to aid in the formulation of insights that improve product functionality and user experience.
• Develop strategic research plans including discussion guides, contingency plans and other instruments from rough outline to the final version.
• Partner closely with Product Management to influence product strategy and roadmaps with validated user research findings.
• Collaborate on feature definition and user story creation as needed.
• Work collaboratively inside a cross-functional team, effectively integrating your research into the product definition and design phases.
• Influence architectural design tasks such as user flows, information architecture definition, wireframing, etc. with the aim of communicating design opportunities to the broader Design and Product teams.
• Text analysis and coding of open-end responses which might include product feature requests, problem reports, discussion forums, and community discussions.
• Analyze and synthesize data in order to generate strategic and tactical insights with actionable recommendations that drive product improvements, innovations, and customer experience improvements.
• Prepare reports of findings, create PowerPoint and Excel reports, explaining methods used and insights learned, and presenting research results to key stakeholders and leadership (C-Level, director level). 

Basic Qualifications:

• Passionate about growing and mentoring people 
• 7+ years of experience in defining, planning and executing research studies including outlining objectives, goals, and timelines.  

#UXR

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!

For positions in this location, we offer a base pay of $123,800 - $216,500, 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.

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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