Senior Staff UX Researcher

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

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

What you get to do in this role:

• Represent the needs of our employees and the business across a portfolio of products in the employee experience space.
• Work cross-functionally with key stakeholders including designers, researchers, product managers and engineers to plan, lead and execute research across portfolios. 
• Conduct qualitative and quantitative studies to understand the unique needs of our employees and identify opportunities to inform the design and development of award-winning employee experiences.
• Communicate findings through engaging presentations, using visual artifacts and storytelling to influence product strategy and roadmaps.
• Work across portfolios to understand dependencies and discover opportunities to improve our employee experiences.
• Provide mentorship to other members of the team and champion de discipline across the organization.

Qualifications

Must have:

• Master’s degree or higher in the Human-Computer Interaction, Human Factors, Psychology or Cognitive Science, PhD is a bonus.
• 8+ years of experience leading and conducting research projects on web-based and mobile apps.
• Expert knowledge in defining, planning, and executing research, applying qualitative and quantitative research methodologies such as user interviews, moderated and unmoderated usability, concept testing, surveying, information architecture, feature prioritization, jobs to be done, statistical analysis and more.
• 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.
• Thrive in highly technical and complex environments with expert ability to deal with uncertainty, meeting challenges with a positive and problem-solving attitude, while being proactive, resourceful, and able to work independently with minimal supervision.
• Highly skilled with UserTesting, Qualtrics, OptimalWorkshop and other research tools; as well as knowledge of Figma and Miro to collaborate with Designers when preparing to conduct research to walk-through prototypes and designs.
• Survey programming and logic experience, and a good understanding of survey sampling and quota issues.
• Knowledge of user interface design principles and excellent data analysis skills.
• Proven experience mentoring other junior designers on different qualitative and q