Staff Quantitative UX Researcher, AI

📍 Job Overview

Job Title: Staff Quantitative UX Researcher, AI
Company: ServiceNow
Location: Santa Clara, California, United States
Job Type: Full-time
Category: User Experience Research / AI Product Development
Date Posted: August 25, 2025
Experience Level: Staff (Implied 5-10 years)
Remote Status: Remote OK (with potential for hybrid requirements based on work persona)

🚀 Role Summary

• Spearhead quantitative UX research initiatives for AI-powered products, translating complex user needs into actionable product improvements.
• Drive customer-centric research throughout the entire product development lifecycle, from initial discovery to post-launch adoption.
• Synthesize qualitative and quantitative data to uncover strategic insights and deliver data-driven recommendations that shape product strategy and roadmaps.
• Champion UX research best practices and provide mentorship to junior researchers, fostering a culture of user understanding within product teams.
• Collaborate closely with Product Managers and Designers to validate feature concepts, design iterations, and ensure user needs are met for enterprise software.

📝 Enhancement Note: The "Staff" title and the emphasis on AI integration, mentorship, and influencing product strategy suggest a senior-level individual contributor role requiring significant autonomy and strategic thinking. The "Remote OK" status, coupled with ServiceNow's "Work Personas" policy, implies that while remote work is possible, there might be occasional in-office requirements or location-specific considerations depending on the assigned persona.

📈 Primary Responsibilities

• Lead the definition, planning, and execution of comprehensive UX research studies, including objective setting, methodology selection (quantitative and qualitative), and sample plan development.
• Conduct user interviews, usability testing, and surveys to gather rich qualitative and quantitative data from both technical and business-minded end-users of enterprise software.
• Analyze and synthesize research findings, including user segmentation, persona development, jobs-to-be-done frameworks, user journeys, and task analyses.
• Translate research insights into clear, concise, and impactful recommendations for product features, design improvements, and overall user experience strategy.
• Present research findings and strategic recommendations to cross-functional teams, including Product Management, Design, Engineering, and executive stakeholders, using compelling data visualizations.
• Proactively identify opportunities to integrate AI into user workflows, decision-making processes, and problem-solving, researching user perceptions and needs related to AI features.
• Mentor and guide junior UX researchers, providing feedback on research methodologies, analysis, and communication strategies.
• Collaborate with cross-functional teams to ensure research insights are effectively translated into product design and development.

📝 Enhancement Note: The responsibilities highlight a blend of foundational UX research skills and a specialized focus on AI. The need to "apply and adapt appropriate research techniques" indicates a requirement for methodological flexibility, while the emphasis on "influencing product strategy and roadmaps" points to a strategic contribution beyond just executing research tasks.

🎓 Skills & Qualifications

Education:

• While not explicitly stated, a Master's or Ph.D. in Human-Computer Interaction (HCI), Psychology, Cognitive Science, Computer Science, or a related field is typically expected for a Staff-level UX Researcher role, especially one focusing on AI.

Experience:

• 5-10+ years of hands-on experience in quantitative UX research, with a significant portion focused on enterprise software or complex B2B platforms.
• Demonstrated experience in applying customer-centered research techniques throughout the product development lifecycle.
• Proven track record of defining, planning, and executing research studies using a variety of quantitative and qualitative methods.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This includes understanding the user implications of AI-powered tools, automated workflows, or AI-driven insights.

Required Skills:

• AI Integration & User Impact Analysis: Experience in analyzing user needs and workflows related to AI adoption, automation, and AI-driven insights.
• Quantitative Research Methodologies: Expertise in survey design, experimental design, statistical analysis, and interpreting quantitative user data.
• Qualitative Research Methodologies: Proficiency in user interviews, usability testing (formative and summative), ethnographic studies, and contextual inquiry.
• Research Study Design & Execution: Ability to define research objectives, develop comprehensive study plans, recruit participants, and manage research timelines effectively.
• Data Synthesis & Insight Generation: Strong analytical skills to synthesize both qualitative and quantitative data into strategic and tactical insights.
• Communication & Presentation Skills: Excellent ability to visualize technically complex topics and communicate findings clearly and persuasively to diverse audiences, including stakeholders and leadership.
• Portfolio of Impactful Research: A robust portfolio showcasing research goals, methodologies, processes, personal contributions, data visualizations, and crisply articulated insights that demonstrably influenced product decisions.

Preferred Skills:

• Enterprise Software UX: In-depth knowledge of user interface design principles, usability evaluation techniques, task analysis, and user-centered design processes within an enterprise software context.
• Technical Acumen: Ability to learn new technical concepts quickly, especially those related to AI and cloud-based platforms.
• Cross-Functional Collaboration: Proven ability to partner effectively with Product Managers, Designers, Engineers, and other stakeholders.
• Mentorship & Coaching: Experience coaching and mentoring junior team members, contributing to their professional growth and skill development.
• Survey Tool Proficiency: Experience with creating and executing online surveys using tools like Qualtrics, SurveyMonkey, or similar platforms.
• Probing Question Development: Skill in crafting insightful, probing questions that elicit deep understanding from both technical and business-minded users.

📝 Enhancement Note: The "Staff" designation implies a need for advanced methodological expertise and the ability to lead complex research projects independently. The preferred skills, particularly in enterprise software and technical learning, are crucial for understanding ServiceNow's platform and its user base. The portfolio requirement is a critical gatekeeper for this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Research Impact: Showcase research projects where your insights directly led to significant product improvements, feature enhancements, or strategic shifts in product direction.
• Methodological Breadth and Depth: Include examples demonstrating your expertise across a range of quantitative and qualitative research methods, tailored to specific research questions and project goals.
• AI-Specific Research: If possible, include examples of research conducted on AI features, user perceptions of AI, or the impact of AI on workflows, highlighting your approach to understanding these complex areas.
• Process Documentation: Clearly outline the research process followed for each project, including:
  • Research objectives and hypotheses.
  • Participant recruitment strategy and criteria.
  • Data collection methods and tools used.
  • Analysis techniques applied (statistical, thematic, etc.).
  • Your specific role and contributions within the research team.
• Data Visualization and Reporting: Present key findings using clear, compelling data visualizations that effectively communicate complex information to both technical and non-technical audiences. Articulate insights and recommendations concisely.
• Influence and Collaboration: Provide evidence of how your research influenced product decisions, design iterations, or strategic planning, ideally with examples of collaboration with Product Managers and Designers.

Process Documentation:

• Workflow Design and Optimization: Detail how you have mapped user workflows, identified pain points, and proposed solutions through research, potentially including process flows or journey maps.
• Implementation and Automation: If applicable, show how research informed the implementation of new features or the optimization of existing processes, especially those involving automation or AI.
• Measurement and Performance Analysis: Demonstrate how you have measured the success of user experience improvements post-implementation, using metrics derived from your research or subsequent user behavior data.

📝 Enhancement Note: The portfolio is paramount for this role. Candidates should curate examples that specifically address the "AI integration" requirement and showcase their ability to influence product strategy. The emphasis on process documentation and measurable impact is key to demonstrating the value delivered by their research.

💵 Compensation & Benefits

Salary Range:

• Estimated Range: $163,600 - $286,300 USD per year.
• Methodology: This range is directly provided in the job posting for the Santa Clara, California location. It reflects typical compensation for Staff-level UX Researchers in the Silicon Valley tech market, considering the specialized focus on AI and the seniority implied by the "Staff" title. ServiceNow's compensation structure includes base pay, equity (when applicable), and potential variable/incentive compensation.

Benefits:

• Comprehensive Health Coverage: Health Plans, including Flexible Spending Accounts (FSAs).
• Retirement Savings: 401(k) Plan with a company match.
• Employee Stock Purchase Plan (ESPP): Opportunity to purchase ServiceNow stock at a discounted rate.
• Community Support: Matching Donations program to support charitable causes.
• Work-Life Balance: Flexible Time Away Plan (PTO) and Family Leave Programs.

Working Hours:

• Standard full-time work hours are expected, typically around 40 hours per week. However, the nature of research often requires flexibility to meet project deadlines, participant availability, and analysis demands. ServiceNow's "Work Personas" policy may also influence specific working hour arrangements.

📝 Enhancement Note: The provided salary range is competitive for a Staff-level role in the specified location and industry. The benefits package is robust, offering strong support for employee well-being and financial security, which are attractive to experienced professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enterprise Software / Cloud Computing / Artificial Intelligence. ServiceNow is a global leader in digital workflow solutions, transforming how organizations operate by connecting people, functions, and systems. The company is heavily investing in AI to enhance its platform and customer experiences. Company Size: ServiceNow is a large, established global enterprise, employing thousands of people worldwide. This size offers opportunities for impact, career growth, and access to extensive resources, but may also mean navigating a more structured environment. Founded: 2004. ServiceNow has grown significantly since its inception, establishing itself as a major player in the enterprise software market. Its history reflects a strong focus on innovation and adapting to market needs, particularly with its recent push into AI.

Team Structure:

• The UX Research team likely operates within the broader Product or Engineering organization, collaborating closely with Product Management and Design departments.
• As a Staff Researcher, you would likely be a senior individual contributor, potentially leading research efforts for specific product areas or AI initiatives.
• The team structure might include other UX Researchers (at various levels), UX Designers, Product Managers, and AI/ML Engineers, fostering a cross-functional environment.

Methodology:

• ServiceNow's approach to product development is likely agile and iterative, with a strong emphasis on data-driven decision-making.
• User research plays a vital role in informing product strategy, validating designs, and ensuring the usability and effectiveness of their AI-enhanced platform.
• Expect a focus on understanding complex enterprise workflows and the impact of AI on productivity and business outcomes.

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

📝 Enhancement Note: ServiceNow's culture is likely a blend of a fast-paced tech environment with the structure of a large enterprise. The emphasis on AI suggests a forward-thinking and innovative culture. Understanding their "Work Personas" is key to grasping the flexible, yet potentially structured, work environment.

📈 Career & Growth Analysis

Operations Career Level: Staff UX Researcher. This level typically signifies an expert individual contributor who is a recognized authority in their domain. You are expected to operate with a high degree of autonomy, tackle complex and ambiguous problems, and mentor others. Your work directly influences product strategy and has a significant impact on the user experience and business outcomes. Reporting Structure: As a Staff Researcher, you would likely report to a Director or Senior Manager of UX Research or Product. You would collaborate extensively with Product Managers, Designers, and Engineering teams responsible for AI product development. Operations Impact: Your research will directly impact the development and success of ServiceNow's AI products. By ensuring these products are user-centered, intuitive, and effectively address customer needs, you will contribute to customer adoption, satisfaction, and ultimately, revenue growth. Your insights will shape the future direction of AI features within the ServiceNow platform.

Growth Opportunities:

• Leadership in Research: Opportunity to lead significant research initiatives, mentor junior researchers, and contribute to the strategic direction of the UX Research practice at ServiceNow.
• Specialization in AI: Deepen expertise in UX research for AI products, becoming a subject matter expert in a rapidly evolving and high-demand field.
• Cross-Functional Influence: Expand influence across product management, design, engineering, and potentially marketing and sales, by effectively communicating research insights.
• Career Advancement: Potential to move into management roles (e.g., Senior Manager of UX Research) or Principal/Distinguished Researcher roles, driving research strategy at a broader organizational level.
• Learning and Development: Access to internal training, external conferences, and opportunities to engage with cutting-edge AI technologies and research methodologies.

📝 Enhancement Note: The "Staff" level implies a significant opportunity for leadership and impact. Candidates should highlight their experience in tackling complex problems, mentoring others, and influencing strategic decisions to align with the expectations of this senior role.

🌐 Work Environment

Office Type: ServiceNow operates a modern office environment. The company has adopted a "Work Personas" approach, which defines how employees work (flexible, remote, or required in-office). While remote work is indicated as an option, specific requirements may depend on the assigned persona and team needs. Office Location(s): The primary location mentioned is Santa Clara, California. ServiceNow has numerous offices globally, but this role is tied to the Santa Clara hub.

Workspace Context:

• Collaborative Spaces: Expect a work environment that encourages collaboration, with shared workspaces, meeting rooms, and potentially informal areas for brainstorming with cross-functional teams.
• Technology-Rich Environment: Access to industry-standard UX research tools, collaboration software, and potentially specialized hardware or software for AI research.
• User-Centric Focus: The culture likely emphasizes understanding the user, with research findings integrated into daily workflows and decision-making processes.

Work Schedule: While the standard work week is 40 hours, research projects often require flexibility to accommodate participant schedules and project deadlines. This might involve occasional evening or weekend work for specific studies, balanced by flexibility in other work hours.

📝 Enhancement Note: Candidates should be prepared for a dynamic work environment that balances flexibility with potential collaboration needs. Understanding the "Work Personas" policy is crucial for clarifying the precise nature of remote vs. in-office expectations.

📄 Application & Portfolio Review Process

Interview Process:

1. Recruiter Screen: Initial call to discuss your background, interest in the role, and alignment with ServiceNow's culture.
2. Hiring Manager Interview: A deeper dive into your experience, research methodologies, and approach to AI-related UX challenges. Expect questions about your portfolio and past projects.
3. Portfolio Review / Presentation: A dedicated session where you present your portfolio, walking through key projects, your process, insights, and impact. This is a critical stage.
4. Team/Peer Interviews: Interviews with other UX Researchers, Product Managers, and Designers to assess your collaboration skills, technical understanding, and cultural fit.
5. Executive/Senior Leader Interview: A final discussion, often with a senior leader, to assess strategic thinking, leadership potential, and overall fit within the organization.

Portfolio Review Tips:

• Curate for Impact: Select 3-4 of your most impactful projects that best showcase your quantitative UX research skills, AI-related experience, and ability to influence product strategy.
• Tell a Story: For each project, clearly articulate the problem, your research goals, the methodology you employed, your specific role and contributions, the key insights derived, and the measurable impact of your work on the product or business.
• Highlight AI Relevance: If possible, include a project that specifically addresses AI integration, user perception of AI, or AI-driven workflows. Explain your unique approach to researching these complex areas.
• Showcase Data Visualization: Ensure your presentations include clear, well-designed data visualizations that effectively communicate your findings and support your recommendations.
• Be Prepared for Deep Dives: Anticipate detailed questions about your methodologies, decision-making processes, and how you handled challenges or unexpected findings.
• Practice Your Narrative: Rehearse your presentation to ensure it flows logically, stays within the allotted time, and clearly conveys your expertise and value proposition.

Challenge Preparation:

• Hypothetical Research Design: Be prepared to discuss how you would approach a hypothetical research problem related to an AI feature for ServiceNow's platform. This might involve designing a study, outlining methods, and identifying key metrics.
• Problem-Solving Scenarios: Expect questions about how you tackle ambiguous problems, synthesize complex data, and make trade-offs in research design or analysis.
• Stakeholder Management: Prepare examples of how you have managed stakeholder expectations, communicated research findings effectively, and navigated differing opinions or priorities.

📝 Enhancement Note: The portfolio review is the most critical component of the interview process. Candidates must meticulously prepare their presentation, focusing on demonstrating strategic impact, methodological rigor, and AI-specific research capabilities.

🛠 Tools & Technology Stack

Primary Tools:

• Quantitative Research Tools: Survey platforms (e.g., Qualtrics, SurveyMonkey), statistical analysis software (e.g., SPSS, R, Python libraries like Pandas/SciPy), A/B testing platforms, and potentially specialized tools for analyzing user behavior data.
• Qualitative Research Tools: Usability testing platforms (e.g., UserTesting.com, Lookback), video conferencing tools (e.g., Zoom, Teams), transcription services, and qualitative analysis software (e.g., Dovetail, NVivo).
• Data Analysis & Visualization: Spreadsheet software (Excel, Google Sheets), data visualization tools (e.g., Tableau, Power BI, Looker), and potentially programming languages for data manipulation and analysis (Python, R).
• Collaboration & Documentation: Project management tools (e.g., Jira, Asana), documentation platforms (e.g., Confluence), and communication tools (e.g., Slack, Microsoft Teams).

Analytics & Reporting:

• Proficiency in analyzing user behavior data from various sources to identify trends, patterns, and opportunities for improvement.
• Experience in creating dashboards and reports to communicate research findings and product performance metrics to stakeholders.

CRM & Automation:

• While not directly a CRM role, understanding how user data is managed within a CRM (like ServiceNow's own platform) and how research findings can feed into CRM strategies or marketing automation is beneficial.
• Familiarity with workflow automation tools and how AI can enhance them would be advantageous.

📝 Enhancement Note: While specific tools aren't listed, the role implies a need for a strong command of industry-standard UX research and data analysis tools. Familiarity with enterprise software platforms and AI/ML concepts is a plus.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and advocating for the user throughout the product development process.
• Data-Driven Decision Making: Reliance on empirical evidence and rigorous analysis to inform product strategy and design.
• Collaboration and Partnership: Working closely with cross-functional teams to achieve shared goals and deliver exceptional user experiences.
• Innovation and Continuous Improvement: A mindset of constantly seeking better ways to understand users and improve products, especially in the rapidly evolving AI landscape.
• Impact and Accountability: Taking ownership of research outcomes and ensuring that insights translate into tangible improvements and business value.

Collaboration Style:

• Cross-Functional Integration: Seamless collaboration with Product Management, UX Design, Engineering, and potentially AI/ML teams to ensure research is integrated into all phases of product development.
• Open Communication: Fostering an environment where feedback is welcomed, and research findings are shared transparently and effectively.
• Knowledge Sharing: Actively participating in sharing best practices, learnings, and research insights within the UX Research team and across the broader organization.

📝 Enhancement Note: ServiceNow likely values a culture of innovation, collaboration, and a strong focus on delivering value to its enterprise customers. For a Staff UX Researcher, demonstrating leadership in fostering these values within research projects will be key.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Enterprise AI: Researching user needs for complex AI features within enterprise software requires deep understanding of both AI capabilities and intricate business workflows.
• Balancing Technical and Business Users: Crafting research questions and methodologies that effectively capture insights from both highly technical users and business-minded end-users.
• Measuring AI Impact: Quantifying the impact of AI features on user productivity, decision-making, and overall business outcomes can be challenging.
• Rapidly Evolving AI Landscape: Staying abreast of the latest advancements in AI and UX research methodologies to ensure research remains relevant and impactful.
• Influence and Adoption: Ensuring research-backed insights are effectively adopted and translated into product changes by cross-functional teams.

Learning & Development Opportunities:

• AI UX Specialization: Gain deep expertise in researching AI-driven products, a highly sought-after skill set.
• Advanced Methodologies: Opportunity to develop and apply cutting-edge UX research techniques, particularly those relevant to AI and complex systems.
• Mentorship and Leadership: Develop leadership skills by mentoring junior researchers and potentially leading research initiatives for major product areas.
• Industry Exposure: Engage with ServiceNow's vast customer base, gaining exposure to diverse industries and use cases for AI in enterprise settings.
• Professional Development: Access to internal training programs, industry conferences, and resources to enhance skills in UX research, AI, and data analysis.

📝 Enhancement Note: Candidates should be prepared to discuss how they approach complex challenges and leverage growth opportunities. Highlighting adaptability and a proactive learning approach will be beneficial.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used quantitative research to uncover a significant user insight that directly influenced a product strategy or roadmap. What was your process, and what was the outcome?"
• "How would you approach researching user needs for a new AI-powered automation feature within the ServiceNow platform? What methodologies would you prioritize, and why?"
• "Walk me through a project where you had to synthesize both qualitative and quantitative data to form a comprehensive understanding of a user problem. How did you present your findings and recommendations?"
• "How do you ensure your research effectively captures the needs of diverse user groups, including both highly technical individuals and business-minded end-users?"
• "Describe your experience mentoring junior researchers. What is your approach to coaching and developing talent in UX research?"

Company & Culture Questions:

• "What interests you about ServiceNow and our approach to AI?"
• "How do you see your role contributing to ServiceNow's mission of making the world work better for everyone?"
• "How do you approach collaboration with Product Managers and Designers to ensure user insights are integrated into the product development process?"
• "How do you stay current with advancements in AI and UX research?"

Portfolio Presentation Strategy:

• Structure: Organize your presentation logically: Introduction to the project/problem, your role, research objectives, methodology, process, key findings (with data visualizations), insights, recommendations, and impact.
• Quantify Impact: Whenever possible, use metrics to demonstrate the impact of your research (e.g., "improved task completion rate by X%", "reduced user errors by Y%", "identified Z% of users struggling with feature A").
• Narrative Flow: Practice telling a compelling story for each project, highlighting your thought process and decision-making.
• Address AI: If you have AI-specific research, clearly articulate your unique approach and the challenges involved.
• Conciseness: Be mindful of time. Focus on the most critical aspects of each project and be prepared for deeper dives into specific areas if asked.

📝 Enhancement Note: Prepare specific examples that directly address the core responsibilities and qualifications, particularly those related to AI and quantitative research. Practice articulating your process and impact clearly and concisely.

📌 Application Steps

To apply for this Staff Quantitative UX Researcher, AI position:

• Submit your application through the provided link on the ServiceNow careers portal.
• Tailor your Resume: Highlight your experience with quantitative UX research, AI integration, enterprise software, and your ability to influence product strategy. Use keywords from the job description.
• Prepare Your Portfolio: Curate 3-4 of your most impactful research projects, focusing on those demonstrating quantitative rigor, AI relevance, and measurable impact. Ensure clear documentation of your process and findings.
• Practice Your Presentation: Rehearse your portfolio presentation to ensure clarity, conciseness, and a compelling narrative of your contributions and impact.
• Research ServiceNow: Familiarize yourself with ServiceNow's platform, its AI initiatives, and its company culture, particularly its "Work Personas" policy. Understand how your role fits into their broader mission.
• Prepare for Behavioral Questions: Anticipate questions about your experience, problem-solving approach, collaboration skills, and leadership potential, especially concerning AI and complex research challenges.

⚠️ 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.