Manager, UX Research - Digital Experience Platform

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:

· Mentor a small team of researchers, ensuring quality and consistency of delivery for the team.

· Guide researchers on the design and execution of generative, formative, and summative research to support the digital experience of ServiceNow.com and development

· Review and provide feedback on research project plans and research deliverables.

· Set goals and methods to measure research and design success.

· Forecast resource needs and grow the team to provide necessary capabilities and expertise.

· Partner closely with Studio and Product Management Leadership to influence the portfolio strategy and roadmaps with validated user research findings from your team.

· Own the operations of the Research team which includes overseeing; resource planning, research budget, research vendor management, process standardization, and tool selection and usage.

· Oversee team communications by finding creative and compelling ways to present and evangelize research insights throughout the company, in order to help cultivate a highly-informed, more effective, and more empathetic organization.

· Should be comfortable with architectural definition such as user profiles, workflows, information architecture definition, wireframing, etc.

Qualifications

To be successful in this role you have:

· At least 5+ years or equivalent combination of education and experience successfully applying user research methods to the design of great products.

· Experience growing and managing a team of researchers of varying levels.

· Experience planning, developing and conducting User Research and Testing.

· Experience working with Enterprise IT software (e.g. ServiceNow, Salesforce, PeopleSoft).

· Comfortable in a customer facing role where you need to represent the ServiceNow brand.

· Knowledge of user interface design, usability evaluation techniques, perception, cognition, task analysis, experimental design and statistics.

· Must have strong written and verbal English communication skills.

· Obsessed with the relentless pursuit of UX perfection.

 

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Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.