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Senior UX Researcher

Company: ServiceNow
Location: Kirkland
Posted on: January 12, 2022

Job Description:

Company Description

ServiceNowisthe fastest growing enterprise cloud software company in theworldabove $1 billion. Because we know that it 's great talent that will allow us to maintain that distinction

we hire carefully

select only the best talent

and continually develop and celebrate our people.

We have a passion for learning


and innovating. In a wide array of functions ranging from design and engineering to sales and finance

we work hard to provide each person on our global team with nonstop opportunities to have a meaningful impact and plenty of space to grow.

At ServiceNow

we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products.

This role is part of our Insights team - focused on Market



and Customer Research. They understand what customers need and work relentlessly to make discoveries that elevate our products and create experiences that our customers love. Our Researchers enable product management


and engineering leadership to make data-driven product strategy decisions.

Learn more about ourteamhere:

Job Description

What you get to do in this role:

  • Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products
  • Apply and adapt appropriate research techniques and methods for specific project needs
  • Engage with customers to understand their unique needs for our products

    including defining and synthesizing user types

    use cases

    and specific UX opportunities
    • 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
    • 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


      What you have

      Basic Qualifications (The must have):
      • BA/BS degree or higher in the Human-Computer Interaction

        Human Factors

        Psychology,Cognitive Science

        Human Factors


        Human-Computer Interaction

        Design,or equivalent combination of education and experience
      • Solid experience in applying customer-centered research techniques to product definition and designs
      • Understandingandexperienceindefining

        planning and executing research studies including outlining objectives


        and timelines. This includes developing sample plans and determining the best data collection approach using quantitative and/or qualitative methods
      • A portfoliowithexamples of workrepresentingresearch 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

        Preferred Qualifications (The nice to have):
        • 5+years 'of work experience conducting customer-centered research.Masterdegree or PhD is a bonus
        • Experience developing insightful

          probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software
        • Deeperknowledge 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
        • Excellent 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

          Additional Information

          ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race





          sexual orientation

          national origin or nationality




          gender identity or expression

          marital status

          veteran status or any other category protected by law.

          All new employees hired in the United States are required to be fully vaccinated against COVID-19

          subject to such exceptions as required by law. If hired

          you will be required to submit proof of full vaccination or have an approved accommodation

          by your start date.Visitour Candidate FAQ page to learn more.

          If you 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 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.

          Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .

          Work personas

          Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote

          Flexible or Required in Office.

          Required in Office

          A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.


          A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state



          or country of employment.


          A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office,including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to workwithin their state



          or country of employment.

Keywords: ServiceNow, Kirkland , Senior UX Researcher, Accounting, Auditing , Kirkland, Washington

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