User Experience Research Manager, Digital Technology

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.

We are looking for a talented and experienced User Experience Research Manager to lead and mentor a team of UX Researchers in conducting qualitative and quantitative research to make discoveries and improve our employee experiences. This role requires a deep understanding of research methodologies, user-centered design, and a passion for digital technology.

What you get to do in this role:

• Manage and mentor a team of researchers, providing guidance, training, and support to ensure quality and consistency of research work.
• Implement research strategies that align with roadmaps for different portfolios of products of our employee experiences.
• Balance the business and employee needs at all stages of the product development cycle, ensuring those needs are central to design and development decisions.
• Oversee data analysis to ensure the generation of actionable insights, patterns, and trends informs product design and development.
• Work closely with product managers, designers, and developers to integrate research findings into development and design decisions.
• Create bi-monthly reports based on finished research projects.
• Track Objectives, Keys and Results to assess the impact of research on our experiences.
• Stay current with best practices and industry trends in user research to implement them with the team.

Qualifications

Basic Qualifications:

• 7+ years of overall related experiences
• 1+ years of team leading and management
• BA/BS degree or higher within Human-Computer Interaction, Human Factors, Psychology, Cognitive Science preferred or equivalent combination of education and experience

Preferred Qualifications: 

• Master’s degree in the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science
• Proficiency in research methodologies, tools and techniques
• Passionate about growing and mentoring people
• Experience conducting or leading research for accessibility
• Excellent verbal and written communication skills
• Proficiency in using UX research tools and software
• Experience conducting or leading research that includes ML/AI

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For positions in California (outside of the Bay Area), we offer a base pay of $123,750 - $216,450, 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 th