Staff UX Researcher

📍 Job Overview

Job Title: Staff UX Researcher Company: ServiceNow Location: San Diego, California, United States Job Type: Full-time Category: User Experience (UX) Research / Product Operations Date Posted: 2025-09-15T15:48:00.436 Experience Level: 10+ years Remote Status: Remote OK

🚀 Role Summary

• Drive customer-centric research initiatives across the product lifecycle, from discovery to adoption, influencing product strategy and roadmaps.
• Apply and adapt a range of qualitative and quantitative research methodologies to understand user needs and validate design solutions for enterprise software.
• Synthesize complex user data and insights to inform product development, define user segments, and map user journeys for a portfolio of products.
• Mentor junior researchers and champion UX research best practices, contributing to the growth of the UX discipline within the organization.
• Integrate an understanding of AI's impact on work processes and decision-making into research findings and recommendations.

📝 Enhancement Note: The "Staff" title indicates a senior-level individual contributor role, requiring significant autonomy, strategic thinking, and the ability to mentor others. The emphasis on AI integration suggests a forward-looking approach to research within ServiceNow's product development.

📈 Primary Responsibilities

• Represent customer needs and advocate for user-centered design principles throughout the entire product and design lifecycle, from initial concept exploration to post-launch customer adoption.
• Select, implement, and adapt appropriate research techniques and methodologies (e.g., contextual inquiry, usability testing, surveys, interviews) based on specific project goals and constraints.
• Conduct in-depth customer engagements to understand unique needs, identify key user segments, define use cases, and uncover specific opportunities for UX enhancements within enterprise software.
• Collaborate closely with Product Managers and Designers to translate research findings into actionable insights that influence product strategy, roadmap prioritization, and feature development.
• Validate and iterate on feature concepts and design directions through participatory design sessions, early concept testing, and formative/summative usability testing.
• Analyze and synthesize both qualitative research data and quantitative metrics from various studies, along with secondary research, to generate strategic and tactical insights with clear, actionable recommendations.
• Create and present compelling research artifacts, including detailed user segments, persona frameworks, jobs-to-be-done analyses, user journey maps, and task analyses, to communicate findings effectively.
• Provide mentorship and guidance to junior UX researchers, fostering their professional development and contributing to the overall growth and expertise of the UX research team.
• Champion the UX research discipline across the organization, promoting user-centered thinking and best practices in product development and decision-making.

📝 Enhancement Note: The responsibilities highlight a blend of strategic influence and hands-on research execution. The emphasis on "portfolio of products" suggests the need for adaptability and the ability to manage multiple concurrent research projects.

🎓 Skills & Qualifications

Education: Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Cognitive Science, Anthropology, Sociology, Computer Science, or a related field, or equivalent practical experience.

Experience: Minimum of 10 years of hands-on experience in UX research roles, with a proven track record of influencing product strategy and design through user insights.

Required Skills:

• Extensive experience in applying customer-centered research techniques to inform product definition and design decisions.
• Expert knowledge in defining, planning, and executing research studies, including outlining clear objectives, goals, and timelines, developing sample plans, and selecting appropriate quantitative and/or qualitative data collection methods.
• Demonstrated ability to integrate an understanding of AI's role in work processes, decision-making, and problem-solving into research methodologies and recommendations.
• Strong analytical and synthesis skills, capable of processing complex qualitative and quantitative data to derive meaningful insights.
• Proficiency in creating and presenting research artifacts such as personas, user journeys, and jobs-to-be-done frameworks.
• Excellent written and verbal communication skills, with a proven ability to articulate technical concepts clearly and concisely to diverse audiences, including executive stakeholders.
• Experience in coaching and mentoring junior team members, contributing to their professional growth and skill development within the UX research discipline.

Preferred Skills:

• Experience in developing insightful, probing questions tailored to both highly technical users and business-minded end-users of enterprise software.
• In-depth knowledge of user interface (UI) design principles, usability evaluation techniques, task analysis, and experimental design methodologies.
• Proven experience with the creation and execution of online surveys and a wide range of rich qualitative research techniques.
• Expert presentation skills with a talent for visualizing technically complex topics and making them easily understandable to both technical and non-technical stakeholders.
• Demonstrated ability to learn new technical concepts quickly and adapt research approaches accordingly.
• Experience in fostering a collaborative research environment and contributing to the broader UX community within an organization.

📝 Enhancement Note: The "Basic Qualifications" include a specific mention of AI integration, which is a critical differentiator. The "Preferred Qualifications" emphasize communication and the ability to navigate complex enterprise software environments, key for roles at companies like ServiceNow.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing a range of research projects that have demonstrably influenced product strategy, design decisions, or user experience improvements.
• Clear documentation of research goals, chosen methodologies, the research process followed, and your specific role and contributions within each project.
• Examples of data visualizations, crisply articulated insights derived from research, and evidence of the impact these insights had on the product or business outcomes.
• Projects should demonstrate proficiency in applying customer-centered research techniques across different stages of the product development lifecycle.
• Include examples that highlight your experience with enterprise software users and their unique workflows.

Process Documentation:

• Demonstrate a systematic approach to research planning, including objective setting, methodology selection, and timeline management.
• Showcase your ability to synthesize findings from diverse data sources (qualitative interviews, usability tests, surveys, analytics) into actionable recommendations.
• Provide examples of how you have documented and communicated research findings to cross-functional teams (Product Management, Design, Engineering) to drive product improvements.
• Where applicable, illustrate processes for iterating on designs based on user feedback and usability testing results.

📝 Enhancement Note: A strong portfolio is critical for this senior role. It should not only showcase research execution but also the strategic impact and ability to influence product direction, a key expectation for Staff-level UX Researchers.

💵 Compensation & Benefits

Salary Range: $147,300 - $257,800 per year.

Benefits:

• Comprehensive Health Plans, including Flexible Spending Accounts (FSAs).
• 401(k) Plan with a company match, supporting long-term financial planning.
• Employee Stock Purchase Plan (ESPP), offering an opportunity to invest in ServiceNow's growth.
• Matching Donations program, supporting charitable contributions.
• Flexible Time Away Plan, promoting work-life balance and personal well-being.
• Family Leave Programs, providing support during significant life events.

Working Hours: The role implies a standard full-time work schedule, likely around 40 hours per week, with flexibility expected for research activities that may occasionally require adjustments to accommodate user availability or project deadlines.

📝 Enhancement Note: The provided salary range is competitive for a Staff UX Researcher in the San Diego area, reflecting the seniority of the role. The extensive benefits package supports employee well-being and financial security.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enterprise Software / Cloud Computing / Digital Workflow Automation. ServiceNow is a leader in providing cloud-based platform solutions that enable organizations to digitize and automate their workflows, improving efficiency and productivity across various business functions. Company Size: ServiceNow is a large, global enterprise with a significant employee base (likely in the tens of thousands, though exact numbers fluctuate). This size offers opportunities for diverse projects and career paths, but also means navigating larger organizational structures. Founded: 2004. ServiceNow has grown significantly since its founding, establishing itself as a dominant player in the enterprise software market.

Team Structure:

• The UX Research team is likely embedded within product development or design departments, working closely with Product Managers, Designers, and Engineers.
• As a Staff UX Researcher, you would likely report to a Director or VP of UX/Product Design.
• Collaboration is expected across product teams, with opportunities to work with various engineering, product management, and design leads on different product portfolios.

Methodology:

• ServiceNow emphasizes a data-driven approach to product development, leveraging both quantitative analytics and qualitative user research to inform decisions.
• The company is likely to employ agile development methodologies, requiring researchers to be adaptable and integrated into iterative product cycles.
• There's a strong focus on understanding customer workflows and business outcomes, aligning research efforts with delivering tangible value to enterprise clients.

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

📝 Enhancement Note: ServiceNow's culture likely balances innovation with the structured processes required for enterprise-grade software. The emphasis on "making the world work better for everyone" suggests a mission-driven approach that researchers can align with.

📈 Career & Growth Analysis

Operations Career Level: Staff UX Researcher is a senior individual contributor role, typically the second or third level above an entry-level researcher. It signifies a high degree of expertise, autonomy, and influence. At this level, expectations include not only executing research but also shaping research strategy, mentoring others, and contributing to the overall UX vision.

Reporting Structure: You will likely report to a UX Research Manager, Director of UX, or Head of Product Design. This structure provides guidance and strategic alignment while allowing for significant independence in day-to-day research activities.

Operations Impact: As a Staff UX Researcher at ServiceNow, your work will directly impact the usability, effectiveness, and adoption of critical enterprise software platforms used by thousands of businesses globally. Your insights will shape product roadmaps, drive innovation, and ensure that ServiceNow's solutions meet the complex needs of its diverse customer base, ultimately contributing to customer satisfaction and revenue growth.

Growth Opportunities:

• Leadership & Mentorship: Opportunity to lead research initiatives, mentor junior researchers, and potentially transition into management roles.
• Specialization: Deepen expertise in specific research methodologies, product areas (e.g., AI, IT Service Management, Customer Service Management), or user segments.
• Strategic Influence: Contribute to higher-level product strategy and influence the direction of ServiceNow's platform offerings.
• Cross-Functional Impact: Gain exposure to various aspects of product development and collaborate with leaders across different departments.
• Industry Recognition: Represent ServiceNow at conferences or through publications, building professional visibility.

📝 Enhancement Note: The "Staff" title implies a significant career progression, indicating that candidates with a decade or more of experience are expected to provide leadership and strategic direction, not just execute tasks.

🌐 Work Environment

Office Type: ServiceNow offers a hybrid work model, with employees assigned to work personas (flexible, remote, or required in office). This specific role indicates "Remote OK," suggesting that while offices are available, remote work is a primary consideration for this position.

Office Location(s): The primary office mentioned is in San Diego, California, at 4810 Eastgate Mall. Other global locations exist, but this role is specified for San Diego with remote flexibility.

Workspace Context:

• The San Diego office is likely a modern, collaborative workspace designed to foster innovation and teamwork, typical of tech companies.
• Remote work will require a dedicated home office setup, with reliable internet access and the ability to participate effectively in virtual meetings and collaborative sessions.
• Expect a dynamic environment where researchers work closely with product teams, often in agile sprints, requiring good communication and collaboration tools.

Work Schedule: Standard business hours (likely Pacific Time Zone due to San Diego location) will apply, but flexibility may be needed to accommodate research participants in different time zones or for critical project deadlines. The emphasis on "remote OK" suggests a focus on results and output rather than strict adherence to office hours.

📝 Enhancement Note: The "Remote OK" status is a significant factor for candidates prioritizing remote work. It suggests ServiceNow is open to hiring talent regardless of geographical location, provided the candidate can effectively contribute remotely.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Recruiter call to assess basic qualifications, experience, and cultural fit.
• Hiring Manager Interview: Discussion with the hiring manager to delve deeper into experience, research philosophy, and project examples.
• Portfolio Presentation/Work Sample Review: A critical step where you will present your portfolio, showcasing key projects, methodologies, insights, and impact. This may involve a live presentation or a detailed review of submitted work. Expect to discuss your process, challenges, and how your research influenced outcomes.
• Cross-Functional Interviews: Interviews with Product Managers, Designers, and potentially Engineers to assess collaboration skills, understanding of product development, and ability to communicate research effectively to different stakeholders.
• Executive/Senior Leadership Interview: A final interview with senior leadership (e.g., VP of Product, Head of UX) to evaluate strategic thinking, leadership potential, and overall fit with the company's vision.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 of your most impactful projects that demonstrate a range of skills relevant to enterprise software UX research, AI integration, and senior-level contributions.
• Tell a Story: Structure each project as a narrative: the problem, your approach, your specific contributions, the insights generated, the impact, and lessons learned.
• Highlight Impact: Quantify the impact of your research whenever possible (e.g., improved conversion rates, reduced task completion time, increased user satisfaction scores).
• Showcase Process: Clearly articulate your research process, including how you selected methodologies, dealt with constraints, and synthesized data.
• Demonstrate Communication: Practice presenting your portfolio concisely and engagingly, tailoring your language to different potential interviewers (technical, product-focused, business-focused).
• Prepare for Questions: Anticipate questions about your decision-making, how you handled challenging situations, and how you mentor others.

Challenge Preparation:

• Be prepared for potential scenario-based questions or a small research exercise.
• Focus on how you would approach a specific research problem within the context of ServiceNow's products or the enterprise software domain.
• Demonstrate your ability to think critically, apply appropriate frameworks, and articulate a clear, actionable research plan.
• Practice explaining complex technical concepts or user behaviors in a simple, digestible manner.

📝 Enhancement Note: Given the "Staff" level, the portfolio review is paramount. It's where you prove your strategic thinking and impact. Be prepared to discuss not just what you did, but why you did it and what the outcome was.

🛠 Tools & Technology Stack

Primary Tools:

• Research Platforms: Experience with various qualitative and quantitative research tools such as UserTesting.com, Lookback, Maze, Qualtrics, SurveyMonkey, or similar platforms for remote usability testing and surveys.
• Collaboration & Documentation: Proficiency in tools like Confluence, Jira, Miro, Figma, or Google Workspace for documentation, synthesis, and cross-functional collaboration.
• Data Analysis: Familiarity with spreadsheet software (Excel, Google Sheets) and potentially statistical analysis tools or qualitative data analysis software (e.g., NVivo, Dovetail) for synthesizing research findings.

Analytics & Reporting:

• Ability to interpret analytics data from tools like Google Analytics, Adobe Analytics, or product-specific analytics dashboards to complement qualitative findings.
• Experience in creating clear, visual reports and presentations using tools like PowerPoint, Google Slides, or data visualization software.

CRM & Automation:

• While not a primary focus, understanding how CRM systems (like Salesforce) and workflow automation tools impact user experience and data collection can be beneficial for context.

📝 Enhancement Note: While specific tool requirements aren't listed, a strong foundation in industry-standard UX research tools and collaboration platforms is essential. The ability to work with data analysis and reporting tools will enhance the impact of qualitative research.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and advocating for the customer's needs, ensuring products are intuitive, efficient, and valuable.
• Data-Driven Decision Making: Relying on robust research and analytics to inform product strategy and design choices, minimizing assumptions and maximizing impact.
• Collaboration & Transparency: Working openly with product, design, and engineering teams, sharing insights freely, and fostering a team-oriented environment.
• Innovation & Continuous Improvement: Embracing new research methodologies, technologies (like AI), and approaches to constantly refine the user experience and the research practice itself.
• Impact & Ownership: Taking a proactive approach to research, driving initiatives forward, and owning the outcomes that contribute to ServiceNow's success.

Collaboration Style:

• Expect a highly collaborative environment where UX Researchers work closely with Product Managers to define requirements and roadmaps, and with UX Designers to co-create and test solutions.
• Cross-functional collaboration extends to Engineering teams to understand technical feasibility and ensure successful implementation of user-centered designs.
• A culture of constructive feedback and iterative refinement is likely, encouraging researchers to share findings early and often.

📝 Enhancement Note: ServiceNow's emphasis on "making the world work better for everyone" likely translates into a culture that values making complex enterprise processes simpler and more efficient through technology and user-centered design.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Enterprise Software: Navigating the intricate workflows and diverse user roles within large enterprise organizations requires deep domain understanding and robust research methodologies.
• Balancing Strategic vs. Tactical Research: As a senior researcher, you'll need to balance contributing to long-term product strategy with executing immediate research needs for ongoing product development.
• Influencing Diverse Stakeholders: Effectively communicating research insights and driving adoption of recommendations across various departments (Product, Design, Engineering, Marketing) can be challenging.
• Integrating AI Insights: Understanding and translating the impact of AI on user workflows and decision-making into actionable research findings requires continuous learning and adaptation.

Learning & Development Opportunities:

• AI in UX Research: Deepen expertise in leveraging AI tools and methods for research, synthesis, and analysis.
• Enterprise Domain Expertise: Gain in-depth knowledge of ServiceNow's platform and the specific industries it serves.
• Mentorship and Leadership: Develop skills in guiding and mentoring junior researchers, potentially leading research initiatives or projects.
• Strategic Product Influence: Grow your ability to shape product strategy and contribute to high-level business objectives.

📝 Enhancement Note: The challenges presented are typical for senior roles in enterprise software. The growth opportunities are significant, particularly in the emerging field of AI's impact on UX.

💡 Interview Preparation

Strategy Questions:

• "How would you approach researching the user experience of a new AI-powered feature within ServiceNow's platform?" (Focus on defining objectives, target users, methodologies, and key metrics for success.)
• "Describe a time you had to influence a product roadmap based on your research findings. What was your strategy, and what was the outcome?" (Highlight persuasion skills, data-driven arguments, and collaboration.)
• "Walk me through a complex research project from your portfolio. What were the key challenges, how did you overcome them, and what was the ultimate impact of your work?" (Showcase your end-to-end research process and problem-solving abilities.)

Company & Culture Questions:

• "What do you know about ServiceNow's products and how do you see UX research contributing to their success?" (Research ServiceNow's offerings, target markets, and recent news.)
• "How do you approach collaboration with Product Managers and Designers, especially when there are differing opinions on user needs or design direction?" (Emphasize communication, compromise, and data-backed advocacy.)
• "How do you measure the impact of your UX research and communicate that value to stakeholders?" (Prepare examples of metrics and reporting methods.)

Portfolio Presentation Strategy:

• Structure: Aim for a 30-45 minute presentation, allowing ample time for Q&A.
• Content: Focus on 2-3 projects that best showcase your senior-level skills, impact, and ability to handle complexity. For each project, clearly outline:
  • Context: The business problem and research objectives.
  • Your Role: Your specific responsibilities and contributions.
  • Methodology: Why you chose specific research methods.
  • Process: Key steps and decision points.
  • Insights: The most critical findings.
  • Impact: How your research influenced the product and business outcomes (quantify if possible).
  • Learnings: What you learned and would do differently.
• Delivery: Be confident, clear, and enthusiastic. Be prepared to dive deeper into specific aspects of your work. Practice your narrative flow to ensure it's engaging and easy to follow.

📝 Enhancement Note: Be ready to discuss your experience with AI integration in research. This is a key differentiator for this role and will likely be a significant part of the interview.

📌 Application Steps

To apply for this Staff UX Researcher position:

• Navigate to the ServiceNow careers page and locate the Staff UX Researcher role.
• Submit your application through the provided link, ensuring all required fields are completed accurately.
• Portfolio Preparation: Curate a strong portfolio that highlights your most impactful research projects, showcasing your strategic thinking, methodological expertise, and demonstrable impact on product development. Focus on projects that demonstrate your ability to handle complex enterprise software and incorporate AI considerations.
• Resume Optimization: Tailor your resume to emphasize your 10+ years of UX research experience, specific skills in customer-centered research, AI integration, mentorship, and your ability to influence product strategy. Use keywords from the job description.
• Interview Practice: Prepare thoroughly for each stage of the interview process. Rehearse your portfolio presentation, anticipate behavioral and situational questions, and be ready to discuss your experience with enterprise software and AI.
• Company Research: Familiarize yourself with ServiceNow's products, mission, and company culture. Understand the "new world of work" personas and how your role might fit within their flexible work environment.

⚠️ 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.