Senior Staff UX Researcher (Quantitative)

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

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
• Design and administer surveys, followed by data analysis and insight generation
• Utilize statistical techniques to explore and analyze large and diverse datasets 
• Collaborate with Product Managers and other cross-functional teams to suggest new ways to improve product direction and processes, based on data
• Define and measure quantitative UX goals and metrics in collaboration with Designers, Qualitative Researchers, Data Scientists, Engineers, and Product Managers to provide highly informed strategic recommendations that influence decision making
• Conduct empirical research using methods from computer science, quantitative social science, statistics, econometrics, and other fields to understand user behavior and extract meaningful patterns from large data sets
• Examine existing data and product designs to generate hypotheses and plans for high-impact research
• Prioritize and drive research to improve user experience, communicate findings to stakeholders in the company in a convincible and actionable manner for both research experts and non-experts
• Provide direction, vision, and leadership for large collaborative efforts
• Provide mentorship to other members of the team and champion discipline across the organization

Qualifications

Basic Qualifications (The must-have):

• BA/BS degree or higher in Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Human Factors, Anthropology, Human-Computer Interaction, Design, or an equivalent combination of education and experience
• Expertise in conducting quantitative research methods and analytics

Preferred Qualifications (The nice-to-have):

• 7+ years’ of work experience applying and conducting customer-centered research, Advanced degree is a bonus
• Strong survey science professional (designing, fielding, and analyzing)
• Proficiency in developing statistical models to understand and interpret user experience
• Advanced training in mathematics, statistics, computer science, or another highly quantitative field
• Expertise in descriptive, inferential, and multivariate statistics, including t-test, ANOVA, and experimental design.
• Experience working in data-driven research environments
• Strong analytical problem-solving skills 
• Ability to effectively communicate advanced and complex concepts in a concise and logical manner to stakeholders across the organization

For positions in California (outside of the Bay Area), we offer a base pay of $140,040 - $245,160, 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 flexib