Staff UX Researcher, Tx Workflow

About the job

Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

Job Description What you get to do in this role:

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

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

- Engage with customers to understand their unique needs for our products, including defining and synthesizing user types, use cases, and specific UX opportunities

- 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.

- 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

- Provide mentorship to other members of the team and champion the discipline across the organization

Qualifications Basic Qualifications (The must have):

- 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.

- Extensive experience in applying customer-centered research techniques to product definition and designs

- 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):

- 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.  From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.