Sr. Staff Quantitative UX Researcher

📍 Job Overview

Job Title: Sr. Staff Quantitative UX Researcher

Company: ServiceNow

Location: Santa Clara, California, United States

Job Type: Full-time

Category: UX Research

Date Posted: 2025-06-06

Experience Level: 10+ years

Remote Status: Remote OK

🎨 Role Summary

• Lead the design lifecycle from discovery to customer adoption, representing and identifying complex customer problems
• Apply and adapt research techniques, engage with customers, and provide strategic recommendations to influence product decisions
• Validate feature and design direction through participatory design, early concept testing, formative and summative usability testing
• Provide mentorship to other members of the team and champion the discipline across the organization

🖼️ Primary 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 influences 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

🎓 Skills & Qualifications

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

Experience: 10+ years of work experience applying and conducting customer-centered research, Advanced degree is a bonus

Required Skills:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Advanced statistical knowledge (Max diff, regression, small N analysis, ANOVA etc)
• Strong leadership and strategic mindset to drive projects end to-end
• Experience in applying customer-centered research techniques to product definition and designs
• Experience defining, planning and executing research studies including outlining objectives, goals, and timelines
• A portfolio of work representing research that influenced great insights or experiences

Preferred Skills:

• Experience developing, deploying, and analyzing large N surveys
• 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
• Expert comprehension of personas, product and technical capabilities

🎨 Portfolio & Creative Requirements

Portfolio Essentials:

• Demonstrate experience in defining, planning, and executing research studies, including sample plans and data collection approaches
• Showcase examples of research goals, methodologies used, process followed, involvement and role, data visualizations, and crisply articulated insights from the research
• Highlight examples of research that influenced great insights or experiences, ideally within an enterprise software context

Process Documentation:

• Demonstrate ability to communicate and educate partners on research findings through artifacts such as specific user segments, persona frameworks, jobs to be done, user journeys, task analyses, etc.
• Showcase expertise in presenting complex topics and making them easy to understand with customers and stakeholders

💵 Compensation & Benefits

Salary Range: $155,600 - $272,400 per year

Benefits:

• Health Plans
• Flexible Spending Accounts
• 401(k) Plan with Company Match
• ESPP
• Matching Donations
• Flexible Time Away Plan
• Family Leave Programs

Working Hours: Full-time position, typically 40 hours per week

🎯Team & Company Context

🏢 Company & Design Culture

Industry: Software Development

Company Size: 10,001+ employees

Founded: 2004

Team Structure:

• Large, collaborative design team with opportunities for leadership and mentorship
• Cross-functional collaboration with Product Managers and Designers

Methodology:

• Customer-centered research techniques, including participatory design, early concept testing, formative and summative usability testing
• Advanced statistical knowledge and data visualization skills
• Strategic mindset and leadership to drive projects end-to-end

Company Website: ServiceNow

📈 Career & Growth Analysis

Design Career Level: Senior Staff level, with opportunities for leadership and mentorship

Reporting Structure: Reports directly to the Head of UX Research or a similar role

Design Impact: Influences product decisions and drives strategic recommendations for enterprise software

Growth Opportunities:

• Potential to grow into a leadership role within the UX Research team or take on a more strategic role within the organization
• Opportunities to mentor other researchers and champion the discipline across the organization

🌐 Work Environment

Studio Type: Large, collaborative design studio with opportunities for remote work

Office Location(s): Santa Clara, California, United States

Design Workspace Context:

• State-of-the-art tools and technology for quantitative research and data analysis
• Collaborative workspace with opportunities for cross-functional team integration
• Flexible work arrangements, including remote work options

Work Schedule: Full-time position, typically 40 hours per week, with flexible work arrangements

📄 Application & Portfolio Review Process

Design Interview Process:

• Phone or video screen to assess communication and presentation skills
• On-site or virtual interview to discuss research methodologies, statistical analysis, and design thinking approaches
• Portfolio review to evaluate research projects, data visualization skills, and strategic recommendations
• Final interview with senior leadership to discuss career growth and cultural fit

Portfolio Review Tips:

• Highlight examples of research that influenced great insights or experiences, with a focus on enterprise software and AI integration
• Demonstrate expertise in data visualization and communicating complex topics to non-technical stakeholders
• Showcase ability to define, plan, and execute research studies, including sample plans and data collection approaches

Challenge Preparation:

• Prepare for statistical analysis and data interpretation questions, focusing on enterprise software use cases
• Practice presenting complex topics and making them easy to understand with customers and stakeholders
• Research the company and its products to demonstrate a strong understanding of the business and its customers

ATS Keywords: Quantitative Research, AI Integration, Statistical Analysis, Customer-Centered Research, Usability Testing, Survey Development, Data Visualization, Leadership, Strategic Recommendations, Mentorship, User Interface Design, Task Analysis, Experimental Design, Presentation Skills, Persona Development

🛠 Tools & Technology Stack

Primary Design Tools:

• Advanced statistical software (e.g., R, SPSS, Python libraries such as Pandas, NumPy, SciPy, etc.)
• Data visualization tools (e.g., Tableau, Power BI, Matplotlib, Seaborn, etc.)
• Online survey tools (e.g., SurveyMonkey, Qualtrics, Google Forms, etc.)
• User research tools (e.g., UsabilityHub, UserTesting, Maze, etc.)

Collaboration & Handoff:

• Collaboration tools (e.g., Microsoft Teams, Slack, Google Workspace, etc.)
• Project management tools (e.g., JIRA, Asana, Trello, etc.)

Research & Testing:

• Online panel providers (e.g., SurveyMonkey Audience, Cint, Dynata, etc.)
• Accessibility testing tools (e.g., WAVE, Lighthouse, aXe, etc.)
• User testing platforms (e.g., UserTesting, UsabilityHub, UserZoom, etc.)

👥 Team Culture & Values

Design Values:

• Customer-centered approach, focusing on understanding and meeting customer needs
• Collaboration and cross-functional team integration, working closely with Product Managers and Designers
• Data-driven decision-making, leveraging quantitative research and statistical analysis
• Continuous learning and improvement, staying up-to-date with industry trends and best practices

Collaboration Style:

• Cross-functional team integration, working closely with Product Managers and Designers
• Regular design critiques and feedback exchange, fostering a culture of continuous improvement
• Knowledge sharing and contribution to design systems and style guides

⚡ Challenges & Growth Opportunities

Design Challenges:

• Working with large, complex datasets and drawing meaningful insights
• Communicating complex findings to non-technical stakeholders effectively
• Balancing strategic recommendations with tactical execution and delivery
• Managing multiple projects and priorities, often with tight deadlines

Learning & Development Opportunities:

• Attending industry conferences and workshops to stay up-to-date with the latest trends and best practices in quantitative research
• Mentoring other researchers and contributing to the growth and development of the UX Research team
• Taking on leadership roles within the organization, driving strategic initiatives and influencing product decisions

💡 Interview Preparation

Design Process Questions:

• Prepare for questions about research methodologies, statistical analysis, and data interpretation, focusing on enterprise software use cases
• Demonstrate expertise in data visualization and communicating complex topics to non-technical stakeholders
• Showcase ability to define, plan, and execute research studies, including sample plans and data collection approaches

Company Culture Questions:

• Research the company's history, mission, and values to demonstrate a strong understanding of the business and its customers
• Prepare for questions about working in a large, collaborative design team and driving strategic initiatives
• Showcase ability to mentor other researchers and contribute to the growth and development of the UX Research team

Portfolio Presentation Strategy:

• Highlight examples of research that influenced great insights or experiences, with a focus on enterprise software and AI integration
• Demonstrate expertise in data visualization and communicating complex topics to non-technical stakeholders
• Showcase ability to define, plan, and execute research studies, including sample plans and data collection approaches

📌 Application Steps

To apply for this design position:

• Submit your application through the link provided
• Customize your resume and portfolio to highlight your quantitative research skills, statistical analysis, and strategic recommendations
• Prepare for phone or video screens, on-site or virtual interviews, and portfolio reviews, focusing on enterprise software use cases and AI integration
• Research the company and its products to demonstrate a strong understanding of the business and its customers