Sr. Staff UX Researcher, AI Control Tower

📍 Job Overview

Job Title: Sr. Staff UX Researcher, AI Control Tower

Company: ServiceNow

Location: San Diego, California, United States

Job Type: Full-time

Category: User Experience (UX) Research / Product Development

Date Posted: October 21, 2025

Experience Level: Senior Staff / 10+ Years

Remote Status: Remote Eligible

🚀 Role Summary

• Lead complex customer problem identification and the end-to-end UX research design lifecycle, from discovery to design validation and customer adoption, with a strong emphasis on AI-driven solutions.

• Apply and adapt a diverse range of research techniques and methodologies to address specific project needs within the AI Control Tower domain.

• Conduct in-depth customer engagements to deeply understand unique needs for enterprise software products, defining and synthesizing user types and critical use cases.

• Collaborate closely with Product Managers and Designers to deliver highly informed strategic recommendations that significantly influence product decision-making and roadmap prioritization.

• Validate feature and design direction through rigorous methods such as participatory design, early concept testing, and formative/summative usability testing.

• Provide direction, vision, and leadership for large, collaborative UX research and design efforts within the AI Control Tower initiative.

• Educate and communicate research findings effectively to partners through compelling artifacts including detailed user segments, persona frameworks, jobs-to-be-done analyses, user journeys, and task analyses.

• Mentor other members of the UX research team and champion the discipline, best practices, and the strategic importance of user-centered design and research across the organization.

📝 Enhancement Note: This role is positioned as a "Sr. Staff" level, indicating a high degree of autonomy, strategic influence, and the expectation of leading significant initiatives. The focus on "AI Control Tower" suggests a specialization in complex AI-powered enterprise solutions, requiring researchers to understand not only user behavior but also the nuances of AI integration into business processes and decision-making. The emphasis on influencing decision-making and providing strategic recommendations highlights the need for a researcher who can translate complex data into actionable business insights.

📈 Primary Responsibilities

• Lead the strategic definition and execution of complex UX research initiatives, ensuring alignment with product goals and business objectives for AI-powered enterprise solutions.

• Design and conduct comprehensive research studies utilizing both qualitative and quantitative methods to uncover deep user needs, pain points, and opportunities within the AI Control Tower context.

• Synthesize research findings into actionable insights, personas, journey maps, and other artifacts that clearly articulate user needs and inform product strategy and design.

• Partner effectively with Product Management, Design, Engineering, and other stakeholders to champion user-centered design principles and ensure research insights are integrated throughout the product development lifecycle.

• Validate and iterate on product designs and features through various usability testing methodologies, ensuring a high-quality, intuitive, and effective user experience.

• Mentor and guide junior researchers, fostering a collaborative and high-performing UX research practice within the AI Control Tower team.

• Stay abreast of the latest trends and advancements in AI, UX research methodologies, and enterprise software to continuously improve research practices and product innovation.

• Communicate research outcomes and strategic recommendations clearly and persuasively to executive leadership and cross-functional teams.

📝 Enhancement Note: The responsibilities clearly indicate a senior-level role requiring leadership, strategic thinking, and the ability to drive research initiatives independently. The mention of "AI integration into work processes, decision-making, or problem-solving" in the qualifications strongly suggests that the core focus of this AI Control Tower UX Researcher will be on understanding how users interact with, trust, and benefit from AI capabilities within enterprise workflows, making this a highly specialized and impactful role.

🎓 Skills & Qualifications

Education:

Experience:

• A minimum of 10 years of progressive experience in User Experience (UX) research, with a proven track record of influencing product strategy and design through impactful research.

• Demonstrated experience in applying customer-centered research techniques to the definition and design of complex enterprise software products.

Required Skills:

• AI Integration Understanding: Proven experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This includes understanding user interaction with AI-powered tools, automation, AI-driven insights, and AI's potential impact on functions or industries.

• Customer-Centered Research Techniques: Expertise in applying a variety of user research methods (e.g., interviews, ethnography, surveys, usability testing, diary studies) to deeply understand user needs and inform product development.

• Research Study Design & Execution: Proficiency in defining, planning, and executing research studies, including objective setting, methodology selection, sample planning, data collection, and analysis.

• Portfolio of Impactful Work: A strong portfolio showcasing research projects that have demonstrably influenced product design, user experience, and business outcomes, including clear articulation of research goals, methodologies, processes, insights, and visualizations.

• Communication & Storytelling: Excellent verbal and written communication skills, with the ability to clearly articulate complex research findings and strategic recommendations to diverse audiences, including executives, product managers, and designers.

Preferred Skills:

• Enterprise Software Expertise: In-depth experience conducting research for complex enterprise software applications, understanding the unique challenges and user needs within these environments.

• Technical & Business Acumen: Ability to develop insightful, probing questions that resonate with both highly technical individuals and business-minded end-users.

• Usability Evaluation & Design: Deep knowledge of user interface design principles, advanced usability evaluation techniques, task analysis, and experimental design.

• Survey & Qualitative Methods: Experience with the creation and execution of online surveys and a wide range of rich qualitative research techniques.

• Data Visualization: Proficiency in visualizing technical and complex topics in an easily understandable manner for various stakeholders.

• Persona & Framework Development: Expertise in creating and utilizing personas, product capabilities, technical capabilities, and other frameworks to guide product strategy.

• Mentorship & Leadership: Experience mentoring junior researchers and providing vision and leadership for collaborative research efforts.

📝 Enhancement Note: The explicit requirement for experience with AI integration marks this role as forward-thinking and specialized. The "10+ years" and "Sr. Staff" title, combined with the emphasis on strategic influence and mentorship, indicate a need for a seasoned researcher capable of leading high-impact projects and shaping the direction of AI-driven product development at ServiceNow.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Impact: Your portfolio must clearly showcase research projects where your insights directly influenced product strategy, design decisions, and ultimately, user experience improvements and business outcomes.

• Process Documentation: For each project, clearly outline the research objectives, the methodologies employed (qualitative, quantitative, hybrid), the process followed from planning to synthesis, and your specific role and contributions.

• AI Integration Case Studies: Include examples of research conducted on products or features involving AI, demonstrating your ability to understand and research user interactions with intelligent systems, AI-driven insights, and automation workflows.

• Data Visualization & Insights: Present clear visualizations of your research data and crisply articulated insights that highlight key findings and their implications for product development.

• User Segmentation & Personas: Provide examples of user segmentation, persona frameworks, or jobs-to-be-done that were derived from your research and used to guide product direction.

Process Documentation:

• Methodology Selection Rationale: Be prepared to articulate why specific research methodologies were chosen for particular projects, demonstrating strategic thinking in your research planning.

• Synthesis & Analysis Techniques: Detail the methods used for synthesizing qualitative and quantitative data to derive meaningful insights.

• Collaboration & Influence: Showcase how you collaborated with cross-functional teams (Product, Design, Engineering) and how your research influenced their decisions and product roadmaps.

• Validation & Iteration: Include examples of how your research was used to validate design concepts and iterate on features, leading to improved usability and user satisfaction.

📝 Enhancement Note: For a "Sr. Staff" level role, especially one focused on AI, the portfolio is critical. It needs to go beyond simply listing studies. Candidates should be prepared to demonstrate strategic thinking in their research design, the depth of their analytical capabilities, and their proven ability to translate complex findings, particularly those related to AI interaction, into actionable product improvements that drive business value.

💵 Compensation & Benefits

Salary Range: $168,900 - $295,600 USD per year

Base Pay Explanation: This salary range represents the base pay for this position in San Diego, California. The actual compensation will be determined by various factors including qualifications, skill level, competencies, and the candidate's work location. ServiceNow also offers equity (when applicable) and variable/incentive compensation, particularly for sales roles, which may include an On Target Earnings (OTE) structure.

Benefits:

• Comprehensive Health Plans: Includes medical, dental, and vision coverage.

• Flexible Spending Accounts (FSAs): For healthcare and dependent care expenses.

• Retirement Savings: 401(k) Plan with a company match, providing a strong retirement savings opportunity.

• Employee Stock Purchase Plan (ESPP): Allows employees to purchase ServiceNow stock at a discounted price.

• Community Support: Matching donations to charitable organizations, fostering a culture of giving back.

• Work-Life Balance: Flexible time away plan (PTO) and generous family leave programs to support employees' personal needs.

Working Hours:

• Typically 40 hours per week, aligning with full-time employment. Flexibility may be available, depending on project needs and team collaboration requirements, particularly for remote or hybrid arrangements.

📝 Enhancement Note: The provided salary range is specific to the San Diego, California location. For candidates in other locations, the base pay may differ. The inclusion of equity and variable compensation, especially for sales roles, is noted, though this is a UX Research role. The benefits package is robust, emphasizing employee well-being and long-term financial security. The "40 hours per week" is a standard guideline, but the nature of senior-level roles often involves flexibility and a focus on outcomes rather than strict time tracking.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enterprise Software, Cloud Computing, Artificial Intelligence (AI), IT Service Management (ITSM). ServiceNow is a leader in digital workflow transformation, leveraging AI to enhance its platform and customer experiences.

Company Size: ServiceNow is a large, global enterprise with over 8,100 customers, including 85% of the Fortune 500®. This indicates a structured, well-resourced organization with established processes and a significant market presence.

Founded: 2004. Founded by Fred Luddy in San Diego, California, ServiceNow has grown from a visionary startup to a global market leader, demonstrating a history of innovation and successful scaling.

Team Structure:

• Cross-Functional Collaboration: The AI Control Tower team likely comprises Product Managers, Designers, UX Researchers, AI Engineers, Software Developers, and potentially Data Scientists. Collaboration is key to integrating complex AI solutions.

• Reporting: As a Sr. Staff UX Researcher, you would likely report to a Director or VP of UX Research or Product. You will mentor other researchers and collaborate closely with Product leadership.

• Specialization: The "AI Control Tower" suggests a specialized focus within ServiceNow's broader platform, dedicated to managing and optimizing AI-driven operations and workflows.

Methodology:

• Data-Driven Decision Making: ServiceNow emphasizes leveraging data and insights to drive product strategy and improvements, a core tenet for UX research.

• Agile & Iterative Development: The company likely employs agile methodologies, requiring UX researchers to work closely with development teams in iterative cycles.

• Customer-Centricity: A strong focus on understanding and solving customer problems is fundamental, aligning with the role's emphasis on customer engagement and research.

Company Website: https://www.servicenow.com/

📝 Enhancement Note: ServiceNow's position as a major player in enterprise AI and cloud solutions means this role operates at the forefront of technological innovation. Working in a large, established company like ServiceNow offers opportunities for significant impact, access to extensive resources, and exposure to complex, global challenges. The "AI Control Tower" context suggests a critical, high-visibility area for the company.

📈 Career & Growth Analysis

Operations Career Level: This is a "Sr. Staff" level position, signifying a highly experienced individual contributor role. It implies significant autonomy, a strategic focus, and the expectation to lead major research initiatives, mentor others, and influence product direction. This level is typically a step below principal or distinguished fellow roles, focusing on deep expertise and broad impact within a specific domain.

Reporting Structure:

• You will likely report to a Director or VP of UX Research or Product Management.

• You will collaborate closely with Product Managers, Lead Designers, and Engineering teams within the AI Control Tower group.

Operations Impact:

• Your work will directly influence the development of AI-powered enterprise solutions, impacting how thousands of businesses manage their operations and leverage AI.

• You will be instrumental in ensuring that ServiceNow's AI Control Tower is intuitive, effective, and meets the complex needs of its enterprise customers, thereby driving adoption and customer satisfaction.

Growth Opportunities:

• Deep Specialization: Develop unparalleled expertise in UX research for AI-driven enterprise software, becoming a thought leader in this niche.

• Leadership & Mentorship: Grow into a formal leadership role (e.g., Principal Researcher, Research Manager) or continue to excel as a Sr. Staff/Principal individual contributor, guiding strategy and mentoring teams.

• Cross-Functional Influence: Expand your influence across different product lines and business units within ServiceNow by sharing best practices and research insights.

• Industry Recognition: Contribute to ServiceNow's reputation for innovation in AI and UX, potentially leading to speaking engagements or contributions to industry publications.

📝 Enhancement Note: The Sr. Staff level is a significant career milestone, offering opportunities to shape strategy and mentor others. The AI focus provides a unique growth path in a high-demand field. Success in this role could lead to principal-level individual contributor roles or management positions, depending on career aspirations and performance.

🌐 Work Environment

Office Type: ServiceNow operates under a "New World of Work" model, which includes flexible, remote, and in-office work personas. This role, being "Remote Eligible," suggests a significant degree of flexibility. The company has physical office locations where employees may choose to work or are required to for specific collaboration needs.

Office Location(s): San Diego, California (4810 Eastgate Mall, 92121) is listed as the primary location. ServiceNow has numerous global offices. The "Remote Eligible" status means that while the role is tied to a region (California for salary purposes), the individual may work remotely within that region or potentially broader, subject to company policy.

Workspace Context:

• Collaborative & Innovative: Expect a dynamic environment that fosters collaboration between product, design, research, and engineering teams. The focus on AI Control Tower implies cutting-edge technology development.

• Tools & Technology: Access to industry-standard UX research tools, collaboration platforms, and ServiceNow's own powerful enterprise software suite.

• Team Interaction: Even in a remote-eligible role, there will be opportunities for virtual team meetings, collaborative sessions, and potentially occasional in-person gatherings or offsites for strategic alignment and team building.

Work Schedule:

• The standard working hours are 40 per week. However, given the senior level and the nature of research, particularly in a dynamic AI field, flexibility in scheduling may be expected to accommodate research needs, cross-time zone collaborations, and critical project deadlines. The focus is on delivering impactful results.

📝 Enhancement Note: The "Remote Eligible" status is a key differentiator. While specific office locations are listed, the role is designed to accommodate remote work. Candidates should clarify the exact remote work policy and any expectations for occasional office visits with the hiring manager during the interview process. The company's commitment to various work personas suggests a modern approach to employee flexibility.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume, focusing on your experience with UX research, AI, and enterprise software.

• Portfolio Review & Deep Dive: Expect a session dedicated to reviewing your portfolio. Be prepared to walk through 2-3 key projects, detailing your process, insights, and impact, with a particular emphasis on any AI-related research.

• Skills-Based Interviews: Interviews with Product Managers, Designers, and potentially other UX Researchers to assess your research methodology, problem-solving skills, strategic thinking, and ability to collaborate.

• Leadership & Mentorship Interview: A discussion focused on your experience leading initiatives, mentoring junior team members, and influencing product strategy at a senior level.

• Executive/Senior Leader Interview: A final interview with a senior leader (e.g., Director/VP) to assess overall fit, strategic alignment, and potential for long-term contribution.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best demonstrate your expertise in enterprise UX research, AI integration understanding, and your ability to drive impact.

• Tell a Story: For each project, clearly articulate the problem, your approach (methodology, tools), your specific role, the challenges you faced, the insights you uncovered, and the tangible outcomes or impact of your research.

• Highlight AI Experience: Explicitly call out any research involving AI, machine learning, automation, or intelligent systems. Explain how you approached understanding user trust, adoption, and interaction with these technologies.

• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your research (e.g., "increased feature adoption by X%", "reduced task completion time by Y%", "informed roadmap decisions leading to Z feature development").

• Be Prepared for Questions: Anticipate questions about your methodology choices, how you handled conflicting feedback, how you collaborated with teams, and how you measured success.

Challenge Preparation:

• Hypothetical Research Scenario: You might be given a hypothetical problem or product concept related to AI Control Tower and asked to outline a research plan. Focus on defining clear objectives, appropriate methodologies, target users, and key research questions.

• Insight Synthesis Exercise: You may be presented with sample research data and asked to synthesize key insights and propose actionable recommendations.

• Stakeholder Communication: Practice articulating complex research findings and strategic recommendations concisely and persuasively, as if presenting to a mixed audience of technical and business stakeholders.

📝 Enhancement Note: The portfolio review is a critical gate. Candidates need to prepare thoroughly, focusing on demonstrating not just research skills but also strategic thinking, leadership potential, and specific experience with AI-related user challenges. The emphasis on "AI Control Tower" means that demonstrating an understanding of how users interact with complex, intelligent systems will be paramount.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Tools for participant recruitment, survey deployment, and remote usability testing (e.g., UserTesting.com, Lookback, Maze, Qualtrics).

• Prototyping & Design Tools: Familiarity with tools used by designers for wireframing and prototyping (e.g., Figma, Sketch, Adobe XD) to effectively review and test designs.

• Collaboration Suites: Proficiency with tools that facilitate cross-functional collaboration and communication (e.g., Slack, Microsoft Teams, Confluence).

Analytics & Reporting:

• Data Analysis Software: Experience with tools for analyzing quantitative data (e.g., Excel, SPSS, R, Python for statistical analysis) and qualitative data (e.g., Dovetail, NVivo, ATLAS.ti).

• Visualization Tools: Ability to create compelling data visualizations to communicate research findings effectively (e.g., Tableau, Power BI, or advanced charting within Excel/Google Sheets).

CRM & Automation:

• CRM Systems: Understanding of how CRM systems (like Salesforce, which ServiceNow integrates with) are used by enterprise customers, as user workflows often involve CRM data.

• Workflow Automation Tools: Familiarity with the concept of workflow automation, as the "AI Control Tower" likely manages and optimizes automated processes.

📝 Enhancement Note: While this role is primarily about research methodologies, a Sr. Staff UX Researcher is expected to be proficient in a wide array of tools that support the entire product development lifecycle. Familiarity with how AI and automation are integrated into enterprise workflows will be a significant advantage, allowing the researcher to better understand user context and research needs.

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A deep commitment to understanding and solving customer problems, ensuring that products deliver real value and a superior user experience. This is paramount for enterprise software.

• Innovation & AI Leadership: A drive to push the boundaries of what's possible with AI and intelligent workflows, fostering a culture where new ideas are encouraged and explored.

• Collaboration & Transparency: Open communication and a willingness to work together across teams (Product, Design, Engineering, Research) to achieve common goals.

• Data-Driven Excellence: Reliance on data and rigorous research to inform decisions, measure impact, and continuously improve products and processes.

• Impact & Ownership: A focus on delivering tangible results and taking ownership of research initiatives from inception to influence.

Collaboration Style:

• Partnership: Working as a close partner with Product Managers and Designers, embedding research insights directly into the product development process.

• Cross-Functional Integration: Actively engaging with engineering and other stakeholders to ensure a holistic understanding of technical feasibility and business requirements.

• Feedback Culture: Openness to constructive feedback and a proactive approach to sharing insights and learnings with the broader team.

• Knowledge Sharing: A commitment to sharing research best practices, methodologies, and findings across the UX team and the wider organization.

📝 Enhancement Note: ServiceNow's culture is built around innovation, customer focus, and a collaborative approach to problem-solving, especially in the fast-paced AI domain. For a Sr. Staff researcher, demonstrating how you embody these values through your research practice and collaborative interactions will be crucial for cultural fit.

⚡ Challenges & Growth Opportunities

Challenges:

• Understanding Complex AI: Researching user interaction with advanced AI systems, especially in a "Control Tower" context, requires understanding complex technical concepts and their implications for user trust, decision-making, and workflow integration.

• Balancing User Needs with Technical Constraints: Effectively translating user needs into product requirements that are feasible within the technical architecture of a sophisticated enterprise platform like ServiceNow.

• Influencing Senior Stakeholders: As a Sr. Staff researcher, you'll need to persuade and influence senior leaders and product teams with data-driven insights, often in competitive prioritization scenarios.

• Rapid Technological Evolution: Keeping pace with the rapid advancements in AI and UX research methodologies to ensure your work remains relevant and impactful.

• Remote Collaboration: Effectively collaborating and building strong relationships with distributed team members and stakeholders.

Learning & Development Opportunities:

• AI & ML Specialization: Deepen your understanding of AI/ML principles and how they apply to enterprise workflows, becoming a subject matter expert in AI UX.

• Advanced Research Methodologies: Explore and implement cutting-edge research techniques relevant to AI, complex systems, and enterprise software.

• Leadership Development: Opportunities to hone your mentoring, strategic planning, and cross-functional leadership skills.

• Industry Engagement: Potential to attend industry conferences, present research findings, and contribute to the broader UX and AI research community.

• Product Strategy Influence: Gain significant experience in shaping the strategic direction of a major enterprise software product line.

📝 Enhancement Note: The primary challenges revolve around the complexity and novelty of AI in enterprise settings and the senior-level requirement to drive strategic impact. The growth opportunities are significant, offering deep specialization in a high-demand field and the chance to influence major product initiatives.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to research a complex, AI-driven feature or workflow. What were the key challenges, and how did you approach understanding user needs and potential pitfalls?"

• "How do you approach defining user types and use cases for a new AI capability within an enterprise context? Walk us through your methodology."

• "Imagine you've identified a significant usability issue in an AI-powered feature. How would you prioritize this finding and influence the product roadmap to address it?"

Company & Culture Questions:

• "What interests you most about ServiceNow and our work in AI Control Tower?"

• "How do you see your role as a Sr. Staff UX Researcher contributing to ServiceNow's mission to make the world work better for everyone?"

• "Describe your experience mentoring junior researchers or leading collaborative research efforts. What is your leadership philosophy?"

Portfolio Presentation Strategy:

• Lead with Impact: Start each case study with the business problem or user challenge and the ultimate impact of your research.

• Focus on Process: Clearly explain your research process, justifying methodology choices, and detailing your specific contributions.

• Showcase AI Nuances: For AI-related projects, highlight how you addressed user trust, understanding of AI outputs, and integration into existing workflows.

• Visualize Data: Use clear, compelling visuals for data and insights. Avoid dense, text-heavy slides.

• Be Concise and Engaging: Practice your delivery to ensure you can cover key points within the allotted time, leaving room for Q&A. Anticipate questions about your decision-making process.

📝 Enhancement Note: Interview preparation should focus on demonstrating not just research skills but strategic thinking, AI literacy, and leadership capabilities. Candidates must be ready to articulate their impact with data and clearly explain how their research drives business value for an enterprise software company.

📌 Application Steps

To apply for this Sr. Staff UX Researcher position:

• Submit your comprehensive application through the ServiceNow careers portal via the provided link.

• Tailor Your Resume: Highlight keywords and experiences directly related to UX research, AI integration, enterprise software, and senior-level responsibilities. Quantify achievements wherever possible.

• Prepare Your Portfolio: Select 2-3 high-impact projects that showcase your research process, critical insights, and proven influence on product development, with a strong emphasis on any AI-related work. Ensure it clearly demonstrates your strategic thinking and problem-solving abilities.

• Research ServiceNow: Familiarize yourself with ServiceNow's AI Control Tower initiatives, their product offerings, and their company culture, particularly their approach to AI and enterprise solutions.

• Practice Your Narrative: Rehearse your portfolio walkthrough and prepare answers to common interview questions focusing on your experience, methodology, leadership, and ability to drive impact.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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