Staff User Researcher - AI (Remote)
RulaFull Time
Expert & Leadership (9+ years)
Candidates must have experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving, and possess experience applying customer-centered research techniques to product definition and designs. A strong background in defining, planning, and executing research studies, including developing sample plans and determining data collection approaches using quantitative or qualitative methods, is essential. A portfolio showcasing research that influenced insights or experiences, including research goals, methodologies, processes, role involvement, data visualizations, and articulated insights, is required. Preferred qualifications include 14+ years of work experience in customer-centered research, in-depth knowledge of user interface design, usability evaluation techniques, task analysis, and experimental design, experience with online surveys and qualitative research techniques, and expert presentation skills.
This role involves representing and identifying complex customer problems across products, leading the design lifecycle from discovery through validation and adoption, and applying appropriate research techniques. Responsibilities include engaging with customers to understand their needs, defining user types and use cases, partnering with Product Managers and Designers to provide strategic recommendations, and validating feature and design direction through various testing methods. The position also requires providing direction and leadership for collaborative efforts, communicating findings through artifacts like personas and user journeys, and mentoring team members while championing the UX research discipline.
Cloud-based platform for digital workflows
ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.