Sr. Staff Data Scientist

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

We are seeking a self-motivated and independent Data Scientist to solve complex problems and influence user experience strategies and product decisions through data-driven insights. You will join a newly established hybrid UX Research team comprising Data Scientists, Quantitative Researchers, and Qualitative Researchers. Together, you'll triangulate diverse data types to craft strong, actionable perspectives. 

In this role, you will develop and track metrics to drive product development strategies grounded in data. We're looking for someone who thrives outside their comfort zone, creatively gathers product and customer insights, excels in data storytelling, and is passionate about integrating data science expertise into UX and product development. 

What you get to do in this role:

• Identify and investigate complex customer challenges across product areas to inform the product development lifecycle—from discovery through concept validation, adoption, and use. 

• Autonomously prioritize and execute data and metrics projects to enhance user experience and product adoption. 

• Collaborate with Researchers, Product Managers, Designers, Engineers, and other cross-functional teams, using data and metrics to drive product decisions and optimize processes. 

• Create data visualizations and dashboards (e.g., Tableau, Matplotlib, Seaborn) to clearly convey the "So What" of your analysis to stakeholders. 

• Advance modeling of existing product capabilities, including noise reduction, anomaly detection, and root cause analysis, to achieve higher performance and impact. 

• Explore and analyze existing datasets to generate hypotheses and identify opportunities for high-impact, organization-level initiatives. 

• Present findings to both expert and non-expert stakeholders in a compelling and actionable manner. 

• Provide leadership, vision, and direction for large-scale collaborative efforts. 

• Champion data analytics and telemetry by setting high standards, developing best practices, mentoring team members, and contributing to the hiring process for data science talent. 
   

Qualifications

Basic Qualifications (The must-have): 

• Bachelor’s degree or higher in computer science, data science, statistics, mathematics, Engineering, Cognitive Science, or a related field—or an equivalent combination of education and experience. 

• 6+ years of experience in data science, analytics, or data engineering, including experience deploying code into production. 

• Proficiency in data visualization tools (e.g., Tableau, Power BI), SQL, and statistical analysis. 

• Strong data engineering skills, including data processing, cleaning, and integration using tools like SQL, Excel, ETL, and APIs; experience collecting and integrating data from multiple systems. 

• Expertise in using statistical techniques to analyze large, diverse datasets—such as behavioral data (e.g., drop-off points)—and conducting A/B testing to optimize user experiences. 

• Proven ability to develop statistical models to understand and interpret user experiences. 

• Strong business acumen with the ability to identify and prioritize key questions for the product team to address through data. 

• Excellent cross-functional collaboration skills, working effectively with UX Research, Product Management, Engineering, and Design teams. 

• Exceptional ability to communicate complex data and insights to non-technical stakeholders clearly and effectively. 

• Willingness to learn the culture of UX and adapt to changes.  
   

Preferred Qualifications: 

• Experience collaborating with UX Research on cross-functional projects. 

• Expertise in descriptive, inferential, and multivariate statistics, including experimental design, hypothesis testing, and regression modeling. 

• Background i