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Customer Experience Senior Researcher

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

We are looking for an energetic CX Senior Researcher ready to be part of a growing and exciting company. You will be part of the Customer Experience team, working with your colleagues to understand the current customer experience and driving improvement actions. This role is focused on collecting customer insights through qualitative customer research as well as planning and executing on experience design initiatives. Your work will inform various customer experience design programs and other strategic initiatives.

You will collaborate with stakeholders around the company to understand where our biggest customer experience challenges lie, collecting hypotheses around these challenges, and then testing out those hypotheses by learning directly from our customers and field teams. You will play a critical role to ideate, plan, implement, monitor, and build upon new initiatives that deliver critical customer insights to our organization. You will bring proven methods and solutions with you to improve the way we work, how we support employees and partners, and how we create more operational efficiencies. You are passionate about customer experience and it shows!

What you get to do

  • Perform qualitative research with our customers and partners to better understand their experience across the customer and partner journey
  • Project manage research programs including setting objectives, recruiting customers, writing discussion guides, scheduling and performing research, conducting analysis and creating reports
  • Coordinate logistics and identify and source the best customers for research and optimize internal processes
  • Establish programs focused on scaling how we learn from customers to design better experiences for them
  • Use Voice of the Customer, product, and operational data to gain insights across the customer journey
  • Facilitate working sessions to identify and innovate around customer pain points
  • Present findings and action plans to audiences around the company; influence senior leaders to make decisions based on customer feedback
  • Help manage the Customer Experience Design Center of Excellence including fielding requests, tracking key initiatives and actions, and creating content
  • Build and maintain strong relationships with internal stakeholders and act as an advisor for CX-related projects

Qualifications

What you need to have to be Successful

  • Graphic design background a plus, but not required
  • 7+ years of experience in qualitative customer research and customer experience roles
  • 5+ years of experience in the technology industry, preferably at a SaaS company
  • Prior experience designing customer experiences based on data-driven insights
  • Proven success uncovering key insights through customer research and leveraging those insights to make positive changes
  • Familiarity with customer journey mapping, service design and design thinking approaches
  • Experience using collaboration and/or journey mapping tools (e.g. Miro, Lucidchart, etc.)
  • Strong interpersonal and communication skills; excellent written and presentation skills
  • Solid program management skills with the ability to plan project tasks/events and meet deadlines
  • Proven ability to engage with colleagues, cross-functional teams, and senior leadership in a fast-paced environment

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

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 +1 (408) 501-8550, or [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.


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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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