Director of Research

Employment Type: Full-time Location Type: Remote

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 Director of Research who is passionate about creating empowering and supportive experiences for people at work. You will lead a research organization that is building innovative employee experiences, advanced technology products, and revolutionizing digital workflows across the enterprise.

This is the perfect role for a research executive who is fascinated with the changing world of work and the evolving needs of businesses digitizing their operations while supporting distributed, global teams. Businesses know that the employee experience is everything, and they must provide experiences that foster loyalty, collaboration, productivity, and support the employee through their career.

As a leader, you will have a massive impact on how businesses evolve to provide predictive, empowering, and productivity-boosting experiences for their employees and technology teams. This role leads a research team that uses research, user empathy, and understanding to create product experiences that our customers love.

Our researchers come from a diverse set of skills and backgrounds – HCI, Human Factors, Cognitive and Experimental Psychology, Product Market Research, and Behavioral Sciences. At ServiceNow, research has a leadership seat at the table, so our team collaborates closely with product management, engineering, and design from the get-go. We embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products.

This role leads a UX research team that focuses on delivering AI-driven product experiences that resonate with our customers. The individual will own the research program and strategy for this broad and varied product portfolio, partnering with cross-functional leaders and stakeholders. As an integral member of our research leadership team, you will grow and mentor an extended research team responsible for executing all aspects of user research (i.e., planning, execution, analysis, reporting) across the product lifecycle, and communicate research findings in business-consumable ways that inform and drive key decisions.

What you get to do in this role:

• Build and develop a high-performing team of researchers and managers, with a strong culture and user-centric approach, acting as a mentor & manager, ensuring high impact delivery for the team.
• Contribute to shaping culture, operations, talent, and strategy across the research org for a rapidly scaling team and business.
• Partner closely with cross-functional leadership in Product, UX, and Engineering to influence the strategy and roadmap with user research findings from your team.
• Guide researchers on the design and execution of generative and evaluative, formative, and summative research to support product design and development (including but not limited to ethnography, interviews, surveys, concept testing, and usability studies).
• Collaborate with research leadership and product stakeholders to set strategic and high-impact priorities.
• Partner with Research Operations in resource planning, budget, hiring process and pipeline, research vendor management, process standardization, and tool selection.