ServiceNow is looking to solve the problem of ensuring quality and consistency in their research delivery, influencing product strategy with validated user research, and cultivating a highly-informed, more effective, and more empathetic organization through user research insights.
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- Experience planning, developing and conducting User Research and Testing.
- Experience working with Enterprise IT software (e.g. ServiceNow, Salesforce, PeopleSoft) and various mobile, desktop, and emerging UI platforms (voice, AI, etc.).
- Knowledge of user interface design, usability evaluation techniques, perception, cognition, task analysis, experimental design and statistics.
Responsibilities
- Guide researchers on the design and execution of generative, formative, and summative research to support product design and development (including but not limited to ethnography, interviews, surveys, concept testing, and usability studies).
- Review and provide feedback on research project plans and research deliverables.
- Set goals and methods to measure research and design success.
- Own the operations of the Research team which includes overseeing; resource planning, research budget, hiring process and pipeline, research vendor management, process standardization, and tool selection and usage.
- Building and owning a customer access and recruitment program for conducting and tracking research.
- Oversee team communications by finding creative and compelling ways to present and evangelize research insights throughout the company, in order to help cultivate a highly-informed, more effective, and more empathetic organization.
- Should be comfortable with architectural definition such as user profiles, workflows, information architecture definition, wireframing, etc. with the aim of keeping a broader perspective of how your team’s research can influence the broader ServiceNow product strategy.
Other
- Grow and mentor a team of researchers and supporting research roles, ensuring quality and consistency of delivery for the team.
- Coordinate with the Head of Research and Insights and peer Research Managers to set Research team priorities.
- Partner with Design Operations and Business Operations in planning, execution, and new process definition for the broader Experience Organization.
- Forecast resource needs and grow the team to provide necessary capabilities and expertise.
- Partner closely with Business Unit and Product Management Leadership to influence the portfolio strategy and roadmaps with validated user research findings from your team.
- Expect to travel up to 20% of the year.
- Experience growing and managing a team of researches of varying levels.
- Comfortable in a customer facing role where you need to represent the ServiceNow brand.
- Must have strong written and verbal English communication skills.
- Obsessed with the relentless pursuit of UX perfection.
- Irritated when encountering pull door handles that can only be pushed inward.
