Principal UX Researcher, AI/ML

Company Description

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.

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

What you have 

Basic Qualifications (The must have): 

• BA/BS degree or higher in the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Human Factors, Anthropology, Human-Computer Interaction, Design, or equivalent combination of education and experience.
• 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 or examples 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):  

• 15+ years’ of work experience applying and conducting customer-centered research, advanced degree is a bonus. 
• Experience in research of early adopters of GenAI enterprise use cases.
• Track record of setting up programs that cut across multiple insights teams.

#UXR

For positions in the Bay Area, we offer a base pay of $181,100 - $316,900, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

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!

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. Learn more here.

Equal Opportunity Employer