Manager, UX Research

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 Research team – focused on Market, Product, UX, 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 lead and enable product management, design, and engineering leadership to make data-driven product strategy decisions.What you get to do in this role: 

 Represent the needs of ServiceNow customers or partners and their end users associated with ServiceNow's products, competing products, or future concepts. Collaborate with key stakeholders including designers, other researchers, and product managers to identify objectives, goals, timelines and research execution plan. Work directly with external vendors to procure research sample, research reports, and partner on research projects as needed. Execute various types of primary research and analysis, from early discovery, usage and needs, through product design validation. Apply appropriate research techniques and methods for the specific project. Methods such as individual customer interviews, focus groups, diary studies, journey mapping, user flows, information architecture definition, wireframing and others to aid in the formulation of insights that improve product functionality and user experience.Develop strategic research plans including discussion guides, contingency plans and other instruments from rough outline to the final version.Partner closely with Product Management to influence product strategy and roadmaps with validated user research findings.Collaborate on feature definition and user story creation as needed.Work collaboratively inside a cross-functional team, effectively integrating your research into the product definition and design phases.Influence architectural design tasks such as user flows, information architecture definition, wireframing, etc. with the aim of communicating design opportunities to the broader Design and Product teams.Text analysis and coding of open-end responses which might include product feature requests, problem reports, discussion forums, and community discussions.Analyze and synthesize data in order to generate strategic and tactical insights with actionable recommendations that drive product improvements, innovations, and customer experience improvements.Prepare reports of findings, create PowerPoint and Excel reports, explaining methods used and insights learned, and presenting research results to key stakeholders and leadership (C-Level, director level).