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Lead UX and Product Researcher

| Kirkland | Hybrid
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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 user experience and product research activities in a portfolio of customer solutions. This individual will independently develop focused research plans including objectives, hypotheses and relevant methods across the product lifecycle, analyze derived data to understand customer context and needs, and translate findings into artifacts (i.e., personas, journeys, task analyses) and actionable insights that have direct product and business value.

While not mandatory, we do strive to find people with enterprise B2B product experience in one or more of our product categories including IT Security Management, IT Operations Management, Security Operations, HR Service Delivery, Customer Service Management, or Finance & Legal. Join our team and inspire digital transformations by creating new and compelling experiences for Global 500 companies around the world – enabling people around the world to get more done, faster than ever before! 

What you get to do in this role:

  • 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.
  • Apply appropriate research techniques and methods for the specific project. Methods such as individual customer interviews, focus groups, diary studies, journey mapping, user flows, information architecture definition, wireframing and others to aid in the formulation of insights that improve product functionality and user experience.
  • Develop strategic research plans including discussion guides, contingency plans and other instruments from rough outline to the final version.
  • Partner closely with Product Management to influence product strategy and roadmaps with validated user 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.
  • Influence architectural design tasks such as user flows, information architecture definition, wireframing, etc. with the aim of communicating design opportunities to the broader Design and Product teams.
  • 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.
  • 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.
  • Can quickly understand customer needs, taking the initiative to interact with customers, managing expectations, responding to their requests, and communicating feedback in a simple, clear, and concise manner.
  • Demonstrates confidence in the data collection process which is evidenced by the ability to naturally engage users and in the aptitude to respond with insightful follow-up questions which increases richness of research data.
  • 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 research 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.
  • Awareness of Mobile and web application design experience across various platforms (iOS, Android, Windows) including demonstrating an understanding of responsive web design.
  • Advanced degree in the Human-Computer Interaction, Human Factors, Cognitive Psychology, or other related degrees.

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.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

4400 Carillon Point, Floor 4, Kirkland, WA 98033

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

I work in global cloud services and constantly collaborate with people–every day is different. I could be working on product design, collaborating with folks in other organizations, driving decisions, assessing technology, and talking with customers.

Bill

Distinguished Systems Architect

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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