Sr. Manager, UX Research & Data Science

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role:

• Lead, mentor, and grow a team of Data Scientists, Quantitative, and Qualitative UX Researchers, ensuring alignment with organizational goals and fostering professional growth. 

• Identify and prioritize high-visibility, high-impact research opportunities and data science initiatives that drive business value.  

• Oversee day-to-day operations, provide guidance, and support team members in their research and analytical tasks.  

• Cultivate a collaborative and high-performance team culture, encouraging innovation and continuous improvement. 

• Develop and implement research strategies and methodologies that integrate quant & qual UX research and data science to deliver actionable insights.  

• Deliver impactful results by effectively managing and supporting team members to demonstrate the value of quant research, analytics, and mixed-method approaches.   

• Lead the org-wide quantitative method learning program to shift the culture to be more inclusive of quant and analytics data.   

• Develop and govern standardized UX Research methods as well as analytics best practices to be deployed across the UX Research org and beyond.  

• Partner closely with Research, Design, PM, Customer Experience, Marketing, Sales, and Engineering across business units in solving problems, having an alignment and building perspectives. 

• Present insights and directions for product and design development to Sr. Executives and leaders, with the ability to convey technical concepts to non-technical audiences.  

• Develop roadmaps, proactively forecast resource needs, and hire world-class talent. 

To be successful in this role you have:

• At least 8 years of industry experience, or an equivalent combination of education in Computer Science, Statistics, Data Science, Mathematics, Human Factors, or HCI. 

• At least 3 years of experience in people management and team growth. 

Leadership & Management: 

• Proven ability to lead and mentor teams of Data Scientists, Analysts, and Quantitative/Qualitative UX Researchers. 

• Demonstrated experience working cross-functionally with senior leaders and stakeholders in different departments (design, analytics, product) to drive alignment and influence decision-making across the organization. 

Technical Expertise – Data Science & Quant Research: 

• Deep knowledge of statistical modeling, machine learning, and data mining techniques. 

• Proficiency in programming languages such as Python, R, and SQL. 

• Expertise in data visualization tools (e.g., Tableau, Power BI) and the ability to translate complex data into actionable insights. 

• Experience with big data tools and platforms, such as Hadoop, Spark, and cloud-based solutions (e.g., AWS, Azure, GCP). 

• Advanced knowledge of statistical analysis, experimental design, and survey methodology. 

Preferred Qualifications:  

• Strong background in enterprise or B2B software. 

• Deep understanding of Qualitative UX research methodologies: user interviews, contextual inquiries, persona creation, usability testing, heuristic evaluation, etc. 

• Experience managing a hybrid team of quant UX Research and Data Science. 

• Experience in shipping products at a tech company. 

#UXR

For positions in the Bay Area, we offer a base pay of $155,600 - $272,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas 

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer 

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations 

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations 

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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