Sr. Staff UX Researcher, AI Control Tower

ServiceNow•Santa Clara, CA

26d•Hybrid

About The Position

This role involves representing and identifying complex customer problems across the product, leading the design lifecycle from discovery through validation and adoption. The researcher will apply appropriate techniques, engage with customers to understand their needs, and partner with Product Managers and Designers to influence decision-making. Key activities include validating features and designs, providing direction for collaborative efforts, and communicating findings through various artifacts. The role also includes mentoring team members and championing the UX research discipline.

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.
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

Nice To Haves

10+ years’ of work experience applying and conducting customer-centered research
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

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 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