Lead Product and Market Researcher
ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and become more scalable than ever before.
We transform old, manual ways of working into modern digital workflows, so employees and customers get what they need, when they need it – fast, simple, easy. Just as we help simplify & improve experiences for our customers, we strive to offer the same experiences for our team members.
This role is part of the Experience Organization, made up of passionate individuals that drive Insights (Market, Product, Customer, and UX research), product documentation and experience design activities across the ServiceNow platform and product solutions.
We are looking for an experienced researcher to partner with key stakeholders (e.g., Product Management, Design) and own product and market research activities in a portfolio of customer solutions. This individual has the capacity to lead complex research initiatives with attention to the impact on business unit strategy and will be responsible for defining, planning and executing strategies for collecting and analyzing primary product research that uncovers actionable insights that drive product strategy, short- and long-term roadmaps, and positively influence new user experiences.
Responsibilities:
- Represent the needs of ServiceNow customers or partners and their end users associated with ServiceNow's products, competing products, or future concepts.
- Collaborate with key stakeholders including designers, other researchers, and product managers to identify objectives, goals, timelines and research execution plan.
- Work directly with external vendors to procure research sample, research reports, and partner on research projects as needed.
- Execute various types of primary research and analysis, from early discovery, usage and needs, through product design validation.
- Develop strategic research plans including sample plans, survey questionnaires, discussion guides, contingency plans and other instruments from rough outline to the final version.
- Apply appropriate research techniques and methods for the specific project, such as online surveys, individual customer interviews, focus groups, competitive and trend analysis, user flows, information architecture definition, wireframing and others to aid in the formulation of insights that improve product functionality and user experience.
- Program online surveys including logic, QA/detect issues in programmed survey, with the ability to recognize potential survey problems and provide viable solutions.
- Combine customer demographics, preferences and needs to identify potential factors affecting product satisfaction, functionality, and potential usage.
- Define cross-tabulations, create, and check Microsoft Excel tables, data filters needed for graphs/visualizations, and uncover data discrepancies.
- Identify gaps in the research data and course correct as necessary to generate the highest quality output.
- Text analysis and coding of open-end responses which might include product feature requests, problem reports, discussion forums, and community discussions.
- Analyze and synthesize data in order to generate strategic and tactical insights with actionable recommendations that drive product improvements, innovations, and customer experience improvements.
- Partner closely with Product Management to influence product strategy and roadmaps with validated product and market research findings. Collaborate on feature definition and user story creation as needed.
- Work collaboratively inside a cross-functional team, effectively integrating your research into the product definition and design phases.
- Prepare reports of findings, create PowerPoint and Excel reports, explaining methods used and insights learned, and presenting research results to key stakeholders and leadership (C-Level, director level).
In order to be successful in this role, we need someone who has:
- 7+ years of direct experience or equivalent combination of education and experience in user experience, product, customer, or academic research. Preferably for product development purposes.
- Proven history of independently defining, planning and executing research strategies including defining objectives, goals, timelines and ability to select the appropriate methodology for the project. This includes developing sample plans and designing data collection instruments.
- Advanced knowledge of several data collection methods (either qualitative or quantitative) and fundamental knowledge of mixed methods. Demonstrates confidence in the data collection process which is evidenced by a clearly articulated data collection and analysis plan.
- Survey programming and logic experience, and a good understanding of survey sampling and quota issues. Experience with Focus Vision Decipher is a plus.
- Excellent analytical skills (mathematical, statistical, and financial). Experience with applying common multivariate techniques including correlation and regression, excellent bi-variate analysis skills, including strong Excel experience.
- Experience synthesizing data and reporting research results using an analytical approach, selecting statistical procedures, conducting statistical analysis beyond basic descriptive statistics, performing significance testing, and summarizing key insights. Experience with SPSS, Q-Research or similar and with crosstab/banner tools.
- Experience developing insightful, probing questions that resonate with both highly technical individuals through business-minded end-users using enterprise software.
- Knowledge of user interface design principles, usability evaluation techniques, perception, cognition, task analysis, experimental design and fundamental knowledge of statistics to best inform useful and usable recommendations.
- Exceptional written and oral communication abilities. Can prepare reports of findings, illustrating data graphically and translating complex findings into written text. Experience working with and presenting research results to executive leadership (C-Level, director level).
- Willing to be proactive and take initiative to learn about ServiceNow products and customers.
- Ability to work independently on complex projects requiring frequent problem solving and critical thinking.
The ideal candidate will have the following:
- Experience working with Enterprise IT software (e.g., ServiceNow, Microsoft, Oracle, Salesforce, PeopleSoft), ideally a background in Application Platform as a Service (PaaS) or Software as a Service (SaaS) applications.
- Expertise in one or more of the following product spaces: IT Security Management, IT Operations Management, Security Operations, HR Service Delivery, Customer Service Management (CSM), or Finance & Legal.
- Advanced degree in market research, economics, experimental psychology or other related degree.
What we would love to see from you before or during an interview:
- An inspiring portfolio representing the process you follow to build Insanely Great Experiences.
- Demonstration of any accessible projects you have built.
We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.
Travel:
Up to 20% annually
ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or [email protected] for assistance.