Senior Manager of UX Research, ServiceNow
CRM & Industry Workflows
$168.9-295.6k
+ Variable/incentive compensation & ESPP
Travel up to 20% of the year
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$168.9-295.6k
+ Variable/incentive compensation & ESPP
Travel up to 20% of the year
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
- At least 12 years or equivalent combination of education and experience successfully applying user research methods to the design of great products
- Experience growing and managing a team of researches of varying levels
- Experience planning, developing and conducting User Research and Testing
- Experience working with Enterprise IT software (e.g. ServiceNow, Salesforce, PeopleSoft) and various mobile, desktop, and emerging UI platforms (voice, AI, etc.)
- Comfortable in a customer facing role where you need to represent the ServiceNow brand
- Knowledge of user interface design, usability evaluation techniques, perception, cognition, task analysis, experimental design and statistics
- Must have strong written and verbal English communication skills
- Obsessed with the relentless pursuit of UX perfection
- Irritated when encountering pull door handles that can only be pushed inward
What the job involves
- Grow and mentor a team of researchers and supporting research roles, ensuring quality and consistency of delivery for the team
- Guide researchers on the design and execution of generative, formative, and summative research to support product design and development (including but not limited to ethnography, interviews, surveys, concept testing, and usability studies)
- Review and provide feedback on research project plans and research deliverables
- Coordinate with the Head of Research and Insights and peer Research Managers to set Research team priorities
- Partner with Design Operations and Business Operations in planning, execution, and new process definition for the broader Experience Organization
- Set goals and methods to measure research and design success
- Forecast resource needs and grow the team to provide necessary capabilities and expertise
- Partner closely with Business Unit and Product Management Leadership to influence the portfolio strategy and roadmaps with validated user research findings from your team
- Own the operations of the Research team which includes overseeing; resource planning, research budget, hiring process and pipeline, research vendor management, process standardization, and tool selection and usage
- Building and owning a customer access and recruitment program for conducting and tracking research
- Oversee team communications by finding creative and compelling ways to present and evangelize research insights throughout the company, in order to help cultivate a highly-informed, more effective, and more empathetic organization
- Should be comfortable with architectural definition such as user profiles, workflows, information architecture definition, wireframing, etc. with the aim of keeping a broader perspective of how your team’s research can influence the broader ServiceNow product strategy
- Expect to travel up to 20% of the year
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Founder & Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
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