Staff User Experience Researcher, ServiceNow
$147.3-257.8k
+ Equity
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$147.3-257.8k
+ Equity
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
- Extensive experience in applying customer-centered research techniques to product definition and designs
- Expert knowledge in defining, planning and executing research studies including outlining objectives, goals, and timelines. This includes developing sample plans and determining the best data collection approach using quantitative and/or qualitative methods
- A portfolio of work representing research that influenced great insights or experiences. This includes examples of research goals, research methodologies used, the process followed, your involvement and role, data visualizations, and crisply articulated insights from the research
Desirable
- Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software
- In depth knowledge of user interface design, usability evaluation techniques, task analysis, and experimental design
- Experience with the creation and execution of online surveys as well as rich qualitative research techniques
- Expert presentation skills to visualize technically complex topics and make them easy to understand with customers as well as product management and design stakeholders
- The ability to learn new technical concepts quickly
- Experience coaching and mentoring more junior team members, contributing to their growth
What the job involves
- Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products
- Apply and adapt appropriate research techniques and methods for specific project needs
- Engage with customers to understand their unique needs for our products, including defining and synthesizing user types, use cases, and specific UX opportunities
- Partner with Product Managers and Designers to influence product strategy and roadmaps
- Validate feature and design direction through participatory design, early concept testing, formative and summative usability testing
- Analyze and synthesize qualitative studies and quantitative data across studies and secondary research to generate strategic and tactical insights with actionable recommendations
- Communicate findings through artifacts such as specific user segments, persona frameworks, jobs to be done, user journeys, task analyses, etc
- Provide mentorship to other members of the team and champion the discipline across the organization
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
(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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