Senior UX Researcher, AI/ML Expert

3 weeks ago

Santa Clara, California, United States ServiceNow Full time
Job Title: Principal UX Researcher, AI/MLJob Summary

ServiceNow is seeking a highly skilled Principal UX Researcher, AI/ML to join our team. As a key member of our UX Research team, you will be responsible for leading the design lifecycle from discovery through design validation and customer adoption. You will apply and adapt appropriate research techniques and methods for specific project needs, engage with customers to understand their unique needs for our products, and partner with Product Managers and Designers to provide highly informed strategic recommendations that influence decision making.

Key Responsibilities
  • Represent and identify highly complex customer problems across the product and lead the design lifecycle from discovery through design validation and customer adoption.
  • Apply and adapt appropriate research techniques and methods for specific project needs.
  • Engage with customers to understand their unique needs for our products, defining and synthesizing user types and use cases.
  • Partner with Product Managers and Designers to provide highly informed strategic recommendations that influence decision making.
  • Validate feature and design direction through participatory design, early concept testing, formative and summative usability testing.
  • Provide direction, vision, and leadership for large collaborative efforts.
  • Communicate and educate partners on findings through artifacts such as specific user segments, persona frameworks, jobs to be done, user journeys, task analyses, etc.
  • Provide mentorship to other members of the team and champion the discipline across the organization.
Qualifications

We are looking for a highly experienced UX Researcher with a strong background in customer-centered research techniques and a proven track record of influencing product design decisions. You should have a BA/BS degree or higher in Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Human Factors, Anthropology, Human-Computer Interaction, Design, or an equivalent combination of education and experience.

Preferred qualifications include 15+ years of work experience applying and conducting customer-centered research, advanced degree, experience in research of early adopters of GenAI enterprise use cases, and a track record of setting up programs that cut across multiple insights teams.

What We Offer

ServiceNow offers a competitive salary range of $181,100 - $316,900, plus equity (when applicable), variable/incentive compensation, and benefits. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan, and family leave programs (subject to eligibility requirements).

We value inclusivity and welcome candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate.

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