Senior UX Researcher, ITSM

ServiceNow•Santa Clara, CA

4h•Remote

About The Position

What you get to do in this role: Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products 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

Requirements

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.
Solid experience in applying customer-centered research techniques to product definition and designs
Understanding and experience 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 with examples 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

Nice To Haves

5+ years of work experience conducting customer-centered research
Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software
Deeper 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
Excellent 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

Responsibilities

Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products
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