Staff UX Researcher, Customer Service Management (CSM)

Job Description

Team & Role:
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 UX Research & Insights team – focused on 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 enable product management, design, and engineering leadership to make data-driven product strategy and build decisions. 

Learn more about our team here: https://www.linkedin.com/company/servicenow/life/userexperience  

ServiceNow's CSM strategy centers on turning structured customer workflows into agentic systems where AI agents take on end-to-end task execution alongside humans. A category being defined right now, with emerging interaction patterns. This is a hands-on role: you'll work closely with customers to build deep workflow expertise, translate it for your cross-functional team, explore human + AI interaction models, and evaluate model behavior and trust from PoC through live use, all while building AI into your own research workflow and scoping new methods for a category that doesn't yet have a playbook. 

As a subject matter expert on this team, your impact and visibility extend beyond your immediate team. You'll work with and influence cross-functional partners to prioritize research investment and shape product direction, while helping elevate the research practice as a whole. 

What you get to do in this role:

• Build deep, ongoing relationships with lead enterprise customers to create a continuous insights loop 

• Understand customers' unique needs for our products, including defining and synthesizing user types, use cases, and specific UX opportunities 

• Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products 

• Synthesize insights across individual customer engagements to distinguish unique, account-specific needs from patterns common across customer cohorts, informing both strategic direction and detailed design decisions 

• Apply and adapt appropriate research techniques and methods for specific project needs 

• 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 

• Evaluate agentic AI model behavior, user trust, and responsible AI considerations from PoC through live customer use, alongside traditional usability and task success metrics 

• 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 

• Build AI tools and methods into your own research workflow, and help define new research approaches suited to a product category without an established playbook 

• Mentor and elevate research practice across the team, including defining new methods for evaluating AI model behavior and trust that others can adopt 

Qualifications

Basic Qualifications (The must have): 

• BA/BS degree or higher in the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science,  Anthropology, Design, or equivalent combination of education and experience 

• 7+ years’ of work experience applying and conducting customer-centered research techniques to product definition and designs

• Experience conducting research directly with B2B/enterprise customers, including navigating complex organizational stakeholders, business processes, and workflows to translate ambiguous business challenges into research questions 

• Experience 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 researching AI-powered products or features, including evaluating AI model behavior, user trust, and responsible AI considerations, in addition to traditional usability and task success  

• Expert knowledge in defining, planning and executing research studies including outlining objectives, goals, and timelines.  This includes developing sample plans and determining the best data collection approach using quantitative and/or qualitative methods 

• A portfolio of work representing research 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):  

• Master degree or PhD is a bonus 

• Extensive experience setting research direction and applying customer-centered research techniques to product definition and design, including in ambiguous, 0→1 product environments 

• Experience embedding directly with a product development team as an ongoing research partner, rather than running research as a discrete, request-driven service 

• Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software 

• In depth knowledge 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 

• Expert 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. 

• Experience coaching and mentoring more junior team members, contributing to their growth. 

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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