Sr. Manager, UX Research & Data Science

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:

• Lead, mentor, and grow a team of Data Scientists, Quantitative, and Qualitative UX Researchers, ensuring alignment with organizational goals and fostering professional growth. 

• Identify and prioritize high-visibility, high-impact research opportunities and data science initiatives that drive business value.  

• Oversee day-to-day operations, provide guidance, and support team members in their research and analytical tasks.  

• Cultivate a collaborative and high-performance team culture, encouraging innovation and continuous improvement. 

• Develop and implement research strategies and methodologies that integrate quant & qual UX research and data science to deliver actionable insights.  

• Deliver impactful results by effectively managing and supporting team members to demonstrate the value of quant research, analytics, and mixed-method approaches.   

• Lead the org-wide quantitative method learning program to shift the culture to be more inclusive of quant and analytics data.   

• Develop and govern standardized UX Research methods as well as analytics best practices to be deployed across the UX Research org and beyond.  

• Partner closely with Research, Design, PM, Customer Experience, Marketing, Sales, and Engineering across business units in solving problems, having an alignment and building perspectives. 

• Present insights and directions for product and design development to Sr. Executives and leaders, with the ability to convey technical concepts to non-technical audiences.  

• Develop roadmaps, proactively forecast resource needs, and hire world-class talent. 

Qualifications

To be successful in this role you have:

• At least 8 years of industry experience, or an equivalent combination of education in Computer Science, Statistics, Data Science, Mathematics, Human Factors, or HCI. 

• At least 3 years of experience in people management and team growth. 

Leadership & Management: 

• Proven ability to lead and mentor teams of Data Scientists, Analysts, and Quantitative/Qualitative UX Researchers. 

• Demonstrated experience working cross-functionally with senior leaders and stakeholders in different departments (design, analytics, product) to drive alignment and influence decision-making across the organization. 

Technical Expertise – Data Science & Quant Research: 

• Deep knowledge of statistical modeling, machine learning, and data mining techniques. 

• Proficiency in programming languages such as Python, R, and SQL. 

• Expertise in data visualization tools (e.g., Tableau, Power BI) and the ability to translate complex data into actionable insights. 

• Experience with big data tools and platforms, such as Hadoop, Spark, and cloud-based solutions (e.g., AWS, Azure, GCP). 

• Advanced knowledge of statistical analysis, experimental design, and survey methodology. 

Preferred Qualifications:  

• Strong background in enterprise or B2B software. 

• Deep understanding of Qualitative UX research methodologies: user interviews, contextual inquiries, persona creation, usability testing, heuristic evaluation, etc. 

• Experience managing a hybrid team of quant UX Research and Data Science. 

• Experience in shipping products at a tech company. 

#UXR

For positions in the Bay Area, we offer a base pay of $155,600 - $272,400, 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