User Researcher

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

We are seeking a User Researcher to represent the needs of customers across the product and design lifecycle, from discovery through design validation and customer adoption across a portfolio of products.

Responsibilities

• Apply and adapt appropriate research techniques and methods for specific project needs.
• Engage with customers to understand their unique needs for our products, including defining and synthesizing user types, use cases, and specific UX opportunities.
• Partner with Product Managers and Designers to influence product strategy and roadmaps.
• Validate feature and design direction through participatory design, early concept testing, formative and summative usability testing.
• Analyze and synthesize qualitative studies and quantitative data across studies and secondary research to generate strategic and tactical insights with actionable recommendations.
• Communicate 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.
• Extensive experience in applying customer-centered research techniques to product definition and designs.
• Expert knowledge in 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)

• Experience developing insightful, probing questions that resonate with both highly technical individuals through 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 with customers as well as product management and design stakeholders.
• The ability to learn new technical concepts quickly.
• Experience coaching and mentoring more junior team members, contributing to their growth.

Compensation

For positions in this location, we offer a base pay of $147,300 - $257,800, 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, and work location. We also offer health plans, including flexib...