Job 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.

What you get to do in this role:

• 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 influences 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

Basic Qualifications (The must have):

• 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 the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Human Factors, Anthropology, Human-Computer Interaction, 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 (The nice to have):

• 7+ years' of work experience applying and conducting customer-centered research, Advanced degree is a bonus

• 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

• Expert comprehension of personas, product and technical capabilities

For positions in this location, we offer a base pay of $163,600 - $286,300, 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 flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here ( . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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