Sr. Manager, UX Research, AI/ML

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:

• 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.

To be successful in this role you have:

• 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.

#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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