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Senior Manager, UX Research and Innovation
2 months ago
We are seeking a highly experienced and skilled Senior Manager, UX Research and Innovation to join our team at ServiceNow. As a key member of our organization, you will be responsible for leading and mentoring a team of UX Researchers and Data Scientists, driving business value through high-impact research opportunities and data science initiatives.
Key Responsibilities- Team Leadership: Lead, mentor, and grow a team of UX Researchers and Data Scientists, ensuring alignment with organizational goals and fostering professional growth.
- Research and Innovation: Identify and prioritize high-visibility, high-impact research opportunities and data science initiatives that drive business value.
- Operational Oversight: Oversee day-to-day operations, provide guidance, and support team members in their research and analytical tasks.
- Culture Development: Cultivate a collaborative and high-performance team culture, encouraging innovation and continuous improvement.
- Methodology Development: Develop and implement research strategies and methodologies that integrate quant & qual UX research and data science to deliver actionable insights.
- Results Delivery: Deliver impactful results by effectively managing and supporting team members to demonstrate the value of quant research, analytics, and mixed-method approaches.
- Method Learning Program: Lead the org-wide quantitative method learning program to shift the culture to be more inclusive of quant and analytics data.
- Method Governance: Develop and govern standardized UX Research methods as well as analytics best practices to be deployed across the UX Research org and beyond.
- Collaboration: Partner closely with Research, Design, PM, Customer Experience, Marketing, Sales, and Engineering across business units in solving problems, having an alignment and building perspectives.
- Communication: Present insights and directions for product and design development to Sr. Executives and leaders, with the ability to convey technical concepts to non-technical audiences.
- Strategic Planning: Develop roadmaps, proactively forecast resource needs, and hire world-class talent.
- Experience: At least 8 years of industry experience, or an equivalent combination of education in Computer Science, Statistics, Data Science, Mathematics, Human Factors, or HCI.
- Management Experience: At least 3 years of experience in people management and team growth.
Leadership & Management
- Leadership Experience: Proven ability to lead and mentor teams of Data Scientists, Analysts, and Quantitative/Qualitative UX Researchers.
- Cross-Functional Collaboration: Demonstrated experience working cross-functionally with senior leaders and stakeholders in different departments (design, analytics, product) to drive alignment and influence decision-making across the organization.
Technical Expertise – Data Science & Quant Research
- Statistical Knowledge: Deep knowledge of statistical modeling, machine learning, and data mining techniques.
- Programming Skills: Proficiency in programming languages such as Python, R, and SQL.
- Data Visualization: Expertise in data visualization tools (e.g., Tableau, Power BI) and the ability to translate complex data into actionable insights.
- Big Data Tools: Experience with big data tools and platforms, such as Hadoop, Spark, and cloud-based solutions (e.g., AWS, Azure, GCP).
- Statistical Analysis: Advanced knowledge of statistical analysis, experimental design, and survey methodology.
Preferred Qualifications
- Enterprise Experience: Strong background in enterprise or B2B software.
- Qualitative UX Research: Deep understanding of Qualitative UX research methodologies: user interviews, contextual inquiries, persona creation, usability testing, heuristic evaluation, etc.
- Hybrid Team Management: Experience managing a hybrid team of quant UX Research and Data Science.
- Product Shipping: Experience in shipping products at a tech company.
