UX Researcher

📍 Job Overview

Job Title: UX Researcher Company: ServiceNow Location: Hyderabad, Telangana, India Job Type: Full-time Category: User Experience (UX) Research / Product Development Operations Date Posted: 2025-08-21T01:47:46.474 Experience Level: Mid-Level (2-5 years) Remote Status: Remote OK

🚀 Role Summary

• This role is crucial for bridging the gap between customer needs and product development, ensuring user-centricity throughout the entire product lifecycle.
• The UX Researcher will be instrumental in identifying and synthesizing user needs, translating them into actionable insights for product and design teams.
• A key aspect involves validating product strategies and design iterations through robust user research methodologies, including usability testing and concept validation.
• The position requires a strong understanding of how to integrate Artificial Intelligence (AI) into work processes and product functionalities, reflecting ServiceNow's commitment to AI-driven solutions.

📝 Enhancement Note: While the job title is "UX Researcher," the emphasis on AI integration and understanding how users interact with enterprise software positions this role within a broader product operations context, influencing not just design but also the strategic deployment of AI-powered features. The location in Hyderabad suggests a strategic hub for ServiceNow's global R&D and operations.

📈 Primary Responsibilities

• Represent customer needs and advocate for user-centric design principles across the product and design lifecycle, from initial discovery to customer adoption.
• Apply a range of appropriate research techniques and methodologies tailored to specific project objectives and phases.
• Engage directly with customers to thoroughly understand their unique implementations of ServiceNow products, focusing on defining and synthesizing user needs and use cases.
• Collaborate closely with Product Managers and Designers to inform and influence product strategy, roadmaps, and feature development.
• Validate product feature sets and design directions through various research methods, including participatory design, concept testing, formative usability testing, and summative usability testing.
• Analyze and synthesize qualitative study findings and quantitative data to generate strategic and tactical insights, providing actionable recommendations for product improvement.
• Communicate research findings effectively through a variety of artifacts such as user segments, persona frameworks, jobs-to-be-done (JTBD) statements, user journey maps, and task analyses.

📝 Enhancement Note: The responsibilities highlight a hands-on approach to research, requiring the candidate to be deeply involved in customer engagement and cross-functional collaboration. The emphasis on synthesizing insights and influencing strategy indicates a role that moves beyond data collection to strategic impact.

🎓 Skills & Qualifications

Education:

• While no specific degree is mandated, a Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Cognitive Science, Anthropology, Sociology, Information Science, or a related field is typically expected for UX Research roles.

Experience:

• Demonstrated experience in applying customer-centered research techniques to inform product definition and design processes.
• Experience in understanding and articulating the integration of AI into work processes, decision-making, or problem-solving, including the use of AI tools, workflow automation, or analysis of AI-driven insights.
• Proven ability to define, plan, and execute research studies, outlining clear objectives, goals, and timelines.
• Proficiency in developing sample plans and selecting appropriate data collection methods, utilizing both quantitative and qualitative approaches.

Required Skills:

• UX Research: Proven ability to conduct user research throughout the product development lifecycle.
• AI Integration Understanding: Experience or strong conceptual understanding of how AI impacts work and decision-making.
• Customer-Centered Design: Deep commitment to understanding and advocating for the end-user.
• Research Methodology: Proficiency in planning and executing qualitative and quantitative research studies.
• Data Synthesis & Analysis: Ability to analyze research data and translate findings into actionable insights.
• Communication: Excellent verbal and written communication skills for presenting complex findings clearly.
• Portfolio: A strong portfolio showcasing research projects, methodologies, insights, and impact.

Preferred Skills:

• 2+ Years of Experience: At least two years of dedicated experience in customer-centered research.
• Enterprise Software Knowledge: Experience researching users of enterprise software, understanding both technical and business-minded end-users.
• Usability Evaluation: General knowledge of user interface (UI) design principles and usability evaluation techniques.
• Task Analysis & Experimental Design: Familiarity with task analysis and experimental design principles.
• Survey Creation: Experience with designing and executing online surveys.
• Qualitative Techniques: Expertise in various qualitative research methods beyond standard usability testing.
• Presentation Skills: Exceptional ability to visualize and communicate technically complex topics to diverse audiences, including customers and internal stakeholders.
• Rapid Learning: Capacity to quickly grasp and integrate new technical concepts.

📝 Enhancement Note: The "Basis Qualifications" specifically call out AI integration, which is a critical differentiator for this role at ServiceNow. The preferred qualifications emphasize experience with enterprise software and strong presentation skills, crucial for influencing stakeholders in a complex B2B environment.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Research Case Studies: Detailed case studies demonstrating the end-to-end research process, from problem definition and research planning to execution, analysis, and impact.
• Insight-Driven Recommendations: Evidence of how research findings directly influenced product decisions, design iterations, or strategic roadmaps, showcasing tangible impact.
• Methodological Diversity: Examples showcasing the application of various qualitative and quantitative research methods, tailored to different project needs.
• Cross-functional Collaboration: Demonstrations of how research insights were effectively communicated and integrated with product management and design teams.
• AI Integration Examples: If possible, include examples of research related to AI-powered features or workflows, highlighting user understanding in this domain.

Process Documentation:

• Showcase understanding of research planning processes, including defining research objectives, scope, and participant recruitment strategies.
• Demonstrate proficiency in documenting research methodologies, data collection protocols, and analysis frameworks.
• Provide examples of how research findings are synthesized into actionable deliverables like user journey maps, personas, and JTBD frameworks.

📝 Enhancement Note: The portfolio is a critical component for this role, serving as tangible proof of a candidate's research capabilities and their ability to drive product decisions. Emphasis should be placed on demonstrating impact and the strategic application of research, particularly in the context of enterprise software and emerging technologies like AI.

💵 Compensation & Benefits

Salary Range:

• 📝 Enhancement Note: Salary information is not provided in the job listing. For Hyderabad, India, a mid-level UX Researcher with 2-5 years of experience typically earns between ₹8,00,000 to ₹15,00,000 per annum, depending on the specific skills, company size, and negotiation. This estimate is based on industry benchmarks for UX research roles in major Indian tech hubs and may vary. ServiceNow, as a large global enterprise, likely offers competitive compensation within this range.

Benefits:

• Comprehensive health insurance (medical, dental, vision).
• Retirement savings plans (e.g., Provident Fund).
• Paid time off (vacation, sick leave, public holidays).
• Opportunities for professional development, training, and attending industry conferences.
• Access to ServiceNow's global employee resource groups (ERGs).
• Potential for flexible work arrangements and remote work options.
• Performance-based bonuses and stock options may be available based on role and company policy.

Working Hours:

• Standard full-time working hours are typically 40 hours per week.
• ServiceNow operates with a "new world of work" approach, offering flexibility that may include a mix of remote work and in-office presence depending on the assigned "work persona."

📝 Enhancement Note: Benefits at a company like ServiceNow are generally robust, focusing on employee well-being, professional growth, and work-life balance, aligning with their global presence and talent acquisition strategy.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enterprise Cloud Computing / Software-as-a-Service (SaaS) Company Size: Large Enterprise (approx. 20,000+ employees globally) Founded: 2004 Company Description: ServiceNow is a global leader in digital workflow transformation, providing an AI-enhanced cloud-based platform that connects people, systems, and processes to improve how work gets done. They serve over 8,100 customers, including a significant portion of the Fortune 500.

Team Structure:

• The UX Research team likely operates within the broader Product or Engineering organization, collaborating closely with UX Designers, Product Managers, and Engineering teams.
• Researchers may specialize in specific product areas or customer segments.
• The team structure would support cross-functional collaboration, with researchers embedded in product teams or forming a central UX research practice.

Methodology:

• ServiceNow emphasizes a data-driven and customer-centric approach to product development.
• Research methodologies are expected to be rigorous, combining qualitative and quantitative methods to gain a comprehensive understanding of user needs and behaviors.
• There's a strong focus on leveraging AI and automation to enhance product capabilities and user experiences.

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

📝 Enhancement Note: ServiceNow's culture is characterized by innovation, customer focus, and a transformation mindset. As a large SaaS company, its operations are highly structured, and the UX Research function plays a vital role in ensuring the usability and effectiveness of its complex enterprise solutions. The emphasis on AI integration is a core part of their current strategy.

📈 Career & Growth Analysis

Operations Career Level: Mid-Level UX Researcher Reporting Structure: This role likely reports to a Senior UX Researcher, UX Research Manager, or potentially a Director of UX/Product. The direct reporting line will influence the scope of autonomy and the level of strategic input.

Operations Impact:

• The UX Researcher's work directly impacts product success by ensuring that solutions are intuitive, efficient, and meet the complex needs of enterprise customers.
• Insights generated can significantly influence product strategy, feature prioritization, and the overall customer experience, thereby contributing to customer satisfaction, retention, and adoption rates.
• The ability to effectively integrate AI features and ensure their usability has a direct impact on ServiceNow's competitive positioning and its value proposition to customers.

Growth Opportunities:

• Senior UX Researcher: Progression to a senior level involves taking on more complex research projects, mentoring junior researchers, and contributing more significantly to research strategy.
• Research Specialization: Opportunity to specialize in areas like AI/ML user research, enterprise workflow analysis, or specific customer segments.
• Management Track: Potential to move into UX Research Management or lead a team of researchers.
• Cross-functional Roles: Transition into Product Management, Design Leadership, or specialized roles within Product Operations or Customer Success.
• Skill Development: Continuous learning in new research methodologies, AI ethics in UX, and advanced analytics tools.

📝 Enhancement Note: ServiceNow, as a growing tech giant, offers substantial career development opportunities. For a UX Researcher, growth involves deepening research expertise, expanding influence within product teams, and potentially taking on leadership responsibilities within the expanding AI-focused product portfolio.

🌐 Work Environment

Office Type: ServiceNow is adopting a "new world of work" with flexible work personas, including remote options. The Hyderabad office is a significant global presence, likely offering modern collaborative workspaces designed to foster innovation and teamwork.

Office Location(s): Salarpuria Sattva Knowledge City, Hyderabad, India. This is a prominent IT and business park, indicating a professional and well-equipped work environment.

Workspace Context:

• The workspace is expected to be collaborative, with opportunities to interact with designers, product managers, engineers, and other researchers.
• Access to modern technology and tools will be provided to support research activities.
• The Hyderabad office likely supports a diverse, global workforce, fostering an inclusive and dynamic atmosphere.

Work Schedule:

• Standard business hours, with flexibility offered as part of ServiceNow's work persona approach. This allows for a balance between focused individual work and collaborative team activities.

📝 Enhancement Note: The hybrid/remote-friendly approach at ServiceNow reflects modern workplace trends, aiming to attract and retain talent by offering flexibility. The Hyderabad office serves as a key operational hub for the company.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume, looking for key skills and experience, especially the portfolio.
• Hiring Manager Interview: A discussion focused on your experience, research philosophy, approach to AI integration, and how you handle customer interactions.
• Skills Assessment/Case Study: You may be asked to present a past research project from your portfolio, demonstrating your process, insights, and impact. Alternatively, a take-home or in-person case study simulating a research challenge might be given.
• Team Interviews: Meetings with UX Designers, Product Managers, and potentially other UX Researchers to assess collaboration style, communication, and technical understanding.
• Final Interview: Potentially with a senior leader in the UX or Product organization to discuss strategic thinking and cultural fit.

Portfolio Review Tips:

• Storytelling: Structure your portfolio around compelling narratives for each project, clearly outlining the problem, your role, the methods used, the insights uncovered, and the impact on the product.
• Demonstrate Process: Show your thought process, from research planning and participant screening to data analysis and synthesis.
• Highlight Impact: Quantify the impact of your research whenever possible. Use metrics to show how your work influenced key product or business outcomes.
• AI Focus: If you have research related to AI, machine learning, or automation, highlight these projects prominently.
• Tailor to ServiceNow: Research ServiceNow's products and understand their customer base to tailor your portfolio presentation to their specific context.

Challenge Preparation:

• Understand Enterprise Workflows: Be prepared to discuss how users interact with complex enterprise software and how to research these workflows.
• AI Use Cases: Think about common AI applications in business software and the user experience challenges and opportunities they present.
• Problem-Solving: Practice articulating how you would approach a hypothetical research problem related to ServiceNow's products.
• Presentation Skills: Rehearse your portfolio presentation to be clear, concise, and engaging, anticipating questions from a mixed audience of researchers, designers, and product managers.

📝 Enhancement Note: The portfolio is paramount. Candidates should prepare to walk through 2-3 strong case studies that showcase their research process, ability to derive actionable insights, and demonstrate impact, particularly if any relate to AI or enterprise software.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Tools for conducting remote usability testing, user interviews, and surveys (e.g., UserTesting.com, Lookback, UserZoom, Maze).
• Prototyping Tools: Familiarity with tools like Figma, Sketch, Adobe XD, or Axure to understand and test prototypes.
• Collaboration Tools: Jira, Confluence, Slack, Microsoft Teams for project management and team communication.

Analytics & Reporting:

• Data Analysis Software: Proficiency in tools for qualitative data analysis (e.g., Dovetail, NVivo) and potentially quantitative analysis (e.g., Excel, SPSS, R for statistical analysis).
• Survey Tools: Experience with tools like SurveyMonkey, Qualtrics, or Google Forms.
• Visualization Tools: Ability to create clear visualizations of data, potentially using tools like Tableau or within research platforms.

CRM & Automation:

• While not directly managing a CRM, understanding how CRM data or other enterprise system data might inform research or how research findings integrate into these systems is beneficial. Familiarity with how users interact with enterprise platforms is key.

📝 Enhancement Note: While the role is research-focused, an understanding of the broader technology stack within which ServiceNow operates, including how users interact with enterprise software and potentially AI-driven features, is crucial. Familiarity with common UX research tools is expected.

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A deep-seated commitment to understanding and serving customer needs.
• Innovation: Driving new ideas and solutions, particularly around AI and workflow automation.
• Collaboration: Working effectively across product, design, engineering, and other departments.
• Data-Driven Decision Making: Relying on evidence and insights to guide product development.
• Efficiency and Agility: Striving for streamlined processes and rapid iteration.

Collaboration Style:

• Highly collaborative, working closely with Product Managers to define research questions and align on product strategy, and partnering with UX Designers to translate insights into design solutions.
• Expectation of proactive communication and sharing of findings with broader product and engineering teams.
• An environment that encourages constructive feedback and continuous improvement in research practices.

📝 Enhancement Note: ServiceNow values a proactive, collaborative, and customer-focused culture. The UX Researcher is expected to be an integral part of product teams, contributing to a shared understanding of the user and driving user-centric outcomes.

⚡ Challenges & Growth Opportunities

Challenges:

• Synthesizing Complex Data: Handling large volumes of qualitative and quantitative data from diverse customer segments and enterprise environments.
• Influencing Stakeholders: Effectively communicating research insights to gain buy-in and drive product changes, especially in a large organization.
• Researching AI Integration: Understanding and researching user adoption and challenges related to AI features, which are rapidly evolving.
• Balancing Strategic vs. Tactical Research: Managing multiple research projects with varying timelines and objectives, from deep exploratory studies to quick usability validations.

Learning & Development Opportunities:

• AI/ML UX Specialization: Opportunities to deepen expertise in researching AI-powered products and ethical AI considerations in UX.
• Enterprise Software Research: Gaining in-depth knowledge of enterprise workflows and user needs within complex business contexts.
• Advanced Methodologies: Training in emerging research techniques and analytical approaches.
• Cross-functional Exposure: Learning about product management, design strategy, and software development lifecycles.

📝 Enhancement Note: The primary challenge lies in translating complex user needs and AI interactions within enterprise settings into actionable product improvements, requiring strong analytical and communication skills. Growth opportunities are significant, particularly in the burgeoning field of AI UX.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used research to significantly influence a product roadmap or design decision. What was the outcome?" (Focus on impact and your role.)
• "How would you approach researching the usability of a new AI-driven feature for our enterprise platform?" (Demonstrate understanding of AI UX challenges.)
• "Walk me through your process for planning a research study, from defining objectives to recruiting participants." (Showcase methodological rigor.)
• "How do you balance qualitative and quantitative data to form a complete understanding of user needs?" (Highlight analytical synthesis skills.)

Company & Culture Questions:

• "What do you know about ServiceNow and our approach to AI?" (Research the company's mission, products, and AI strategy.)
• "How do you approach collaborating with Product Managers and Designers?" (Emphasize teamwork and communication.)
• "Describe a situation where you had to deliver difficult feedback based on research findings. How did you handle it?" (Assess communication and stakeholder management.)

Portfolio Presentation Strategy:

• Structure: Use a clear, chronological structure for each case study: Problem/Opportunity -> Research Questions -> Methodology -> Participants -> Key Findings -> Recommendations -> Impact.
• Visuals: Use visuals (screenshots, charts, journey maps) to illustrate your process and findings.
• Conciseness: Be prepared to present each case study within a defined timeframe (e.g., 15-20 minutes), leaving ample time for Q&A.
• Engagement: Be ready to answer probing questions about your decisions, your role, and the trade-offs you made during the research process.

📝 Enhancement Note: Prepare to discuss your portfolio in detail, focusing on the "why" behind your methodological choices and the "so what" of your findings. Be ready to articulate your perspective on AI's role in enterprise software UX.

📌 Application Steps

To apply for this UX Researcher position:

• Submit your application through the provided link on the ServiceNow careers portal.
• Portfolio Preparation: Curate your portfolio to highlight 2-3 of your strongest UX research projects. Prioritize those that demonstrate your ability to conduct customer-centered research, derive actionable insights, showcase impact, and ideally, touch upon AI or enterprise software contexts. Ensure your portfolio is easily accessible (e.g., PDF, personal website, or shared drive link).
• Resume Optimization: Tailor your resume to emphasize keywords related to UX research, AI integration, qualitative and quantitative methods, data analysis, and cross-functional collaboration. Quantify your achievements and impact wherever possible.
• Interview Practice: Rehearse your portfolio presentation, focusing on clear storytelling, demonstrating your research process, and articulating the impact of your work. Prepare answers to common UX research interview questions and be ready to discuss your experience with AI in work processes.
• Company Research: Thoroughly research ServiceNow's products, their AI strategy, and their company culture. Understand their customer base and the enterprise software landscape to better align your experience and insights during the interview process.

⚠️ 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.