Job Description

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.

Position Overview

This role involves representing and identifying complex customer problems across the product, leading the design lifecycle from discovery through validation and adoption. You will apply and adapt research techniques, engage with customers to understand their needs, and partner with Product Managers and Designers to influence decision-making.

Responsibilities

• Represent and identify highly complex customer problems across the product and lead the design lifecycle from discovery through design validation and customer adoption.
• Apply and adapt appropriate research techniques and methods for specific project needs.
• Engage with customers to understand their unique needs for our products, defining and synthesizing user types and use cases.
• Partner with Product Managers and Designers to provide highly informed strategic recommendations that influence decision making.
• Validate feature and design direction through participatory design, early concept testing, formative and summative usability testing.
• Provide direction, vision, and leadership for large collaborative efforts.
• Communicate and educate partners on findings through artifacts such as specific user segments, persona frameworks, jobs to be done, user journeys, task analyses, etc.
• Provide mentorship to other members of the team and champion the discipline across the organization.

Qualifications

Basic Qualifications (Must-Haves):

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• BA/BS degree or higher in Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Anthropology, Design, or equivalent combination of education and experience.
• Experience developing, deploying, and analyzing large N surveys.
• Advanced statistical knowledge (Max diff, regression, small N analysis, ANOVA, etc.).
• Strong leadership and strategic mindset to drive projects end-to-end.
• Experience in applying customer-centered research techniques to product definition and designs.
• Experience defining, planning, and executing research studies, including outlining objectives, goals, and timelines. This includes developing sample plans and determining the best data collection approach using quantitative and/or qualitative methods.
• A portfolio of work representing research that influenced great insights or experiences. This includes examples of research goals, research methodologies used, the process followed, your involvement and role, data visualizations, and crisply articulated insights from the research.

Preferred Qualifications (Nice-to-Haves):

• 10+ years of work experience applying and conducting customer-centered research; an advanced degree is a bonus.
• Experience developing insightful, probing questions that resonate with both highly technical individuals and business-minded end-users using enterprise software.
• In-depth knowledge of user interface design, usability evaluation techniques, task analysis, and experimental design.
• Experience with the creation and execution of online surveys as well as rich qualitative research techniques.
• Expert presentation skills to visualize technically complex topics and make them easy to understand for customers, product management, and design stakeholders.
• Expert comprehension of personas, product, and technical capabilities.

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