Principal UX Researcher, Moveworks

ServiceNow•Mountain View, CA

25d•$221,200 - $387,100•Onsite

About The Position

Moveworks is seeking a mixed-methods Principal Experience Researcher, AI to turn complex user behavior into clear, actionable product direction. The role combines qualitative research and quantitative analysis to understand what users do and why. It serves as a bridge between end-user experiences and the machine learning systems behind them, translating user needs, behaviors, and feedback into measurable signals to evaluate and improve model performance and create useful, trustworthy, intuitive AI experiences. This is a generalist research role spanning methods and stages of product development. The researcher will set research strategy, shape product direction, define evaluation approaches for AI-powered experiences, investigate failures, and partner with product, design, engineering, data science, and machine learning leaders. They will evaluate concepts and experiences from early discovery through launch and ongoing improvement, and communicate findings to technical and nontechnical audiences.

Requirements

Experience leveraging or critically considering how to integrate AI into work processes, decision-making, or problem-solving.
10+ years of professional experience in user experience research, product research, human-computer interaction, behavioral science, or a related field.
Strong grounding in qualitative and quantitative research methods, including generative and evaluative approaches, with sound judgment in sampling, survey design, experimentation, bias, validity, and data interpretation.
Demonstrated ability to analyze large or complex behavioral datasets, including product usage logs, and turn findings into actionable product insights.
Strong written, verbal, and visual communication skills, including the ability to make complex findings clear to different audiences.
Strong collaboration and stakeholder-management skills, with experience building alignment across product managers, engineers, and designers.
A portfolio or work samples demonstrating research process, analytical capabilities, and influence on product decisions and user outcomes.

Nice To Haves

Experience conducting lean UX research in a fast-paced environment.
Experience researching AI-powered, machine learning, conversational, search, or recommendation experiences.
Experience developing or improving evaluation systems, benchmarks, rubrics, or quality metrics for AI products.
Familiarity with product analytics, experimentation platforms, data visualization tools, or statistical analysis software.
Experience using SQL, R, Python, or similar tools; hands-on programming is not required.

Responsibilities

Identify and prioritize opportunities across the end-user journey by connecting behavioral data with qualitative insights to shape product strategy and roadmap priorities.
Set research strategy and prioritize the research portfolio around high-impact user and business questions, selecting approaches suited to scope, depth, speed, and confidence.
Translate user needs and behaviors into signals that inform the design, development, and evaluation of AI and machine learning systems.
Define evaluation strategies, frameworks, quality standards, and shared success measures for AI-powered experiences, connecting model performance to usability, relevance, trust, and user outcomes.
Investigate model and experience failures, identify recurring patterns, and recommend improvements to the product and underlying systems.
Partner with product, design, engineering, data science, and machine learning leaders to frame critical questions, challenge assumptions, and align teams on evidence-based product direction.
Evaluate concepts and product experiences throughout development, from discovery and prototyping through launch and continuous improvement.
Communicate findings through narratives, data visualizations, research artifacts, and recommendations for technical and nontechnical audiences.