Staff UX Researcher, Customer Service Management (CSM)

ServiceNow•Santa Clara, CA

5d•Hybrid

About The Position

This role is part of ServiceNow's UX Research & Insights team, focusing on Product, UX, and Customer Research. The team's goal is to understand customer needs and make discoveries that enhance products and create positive customer experiences. Researchers support product management, design, and engineering leadership in making data-driven product strategy and build decisions. ServiceNow's CSM strategy involves transforming structured customer workflows into agentic systems where AI agents collaborate with humans on end-to-end task execution. This is a hands-on role where the researcher will build deep workflow expertise by working closely with customers, translate this expertise for their cross-functional team, explore human + AI interaction models, and evaluate model behavior and trust from Proof of Concept (PoC) through live use. The role also involves integrating AI into the research workflow and defining new methods for a product category that lacks an established playbook. As a subject matter expert, the researcher will have significant impact and visibility, influencing cross-functional partners to prioritize research investment and shape product direction, while also elevating the research practice.

Requirements

BA/BS degree or higher in Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Anthropology, Design, or equivalent combination of education and experience.
7+ years’ of work experience applying and conducting customer-centered research techniques to product definition and designs.
Experience conducting research directly with B2B/enterprise customers, including navigating complex organizational stakeholders, business processes, and workflows to translate ambiguous business challenges into research questions.
Experience 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 researching AI-powered products or features, including evaluating AI model behavior, user trust, and responsible AI considerations, in addition to traditional usability and task success.
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.

Nice To Haves

Master degree or PhD is a bonus.
Extensive experience setting research direction and applying customer-centered research techniques to product definition and design, including in ambiguous, 0→1 product environments.
Experience embedding directly with a product development team as an ongoing research partner, rather than running research as a discrete, request-driven service.
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.

Responsibilities

Build deep, ongoing relationships with lead enterprise customers to create a continuous insights loop.
Understand customers' unique needs for our products, including defining and synthesizing user types, use cases, and specific UX opportunities.
Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products.
Synthesize insights across individual customer engagements to distinguish unique, account-specific needs from patterns common across customer cohorts, informing both strategic direction and detailed design decisions.
Apply and adapt appropriate research techniques and methods for specific project needs.
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.
Evaluate agentic AI model behavior, user trust, and responsible AI considerations from PoC through live customer use, alongside traditional usability and task success metrics.
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.
Build AI tools and methods into your own research workflow, and help define new research approaches suited to a product category without an established playbook.
Mentor and elevate research practice across the team, including defining new methods for evaluating AI model behavior and trust that others can adopt.