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Director, UX Research

Company: ServiceNow
Location: Santa Clara
Posted on: January 15, 2022

Job Description:

Company DescriptionServiceNow is making the world of workwork better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fastinnovating fasterand making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customerswe serve approximately 80% of the Fortune 500and we're on the 2020 list of FORTUNE World's Most Admired Companies.We're looking for people who are ready to jump right in and help us build on our incredible momentumour diverseengaged workforceand our purpose to make the world of workwork better.Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.Job DescriptionWe are looking for a passionate individualto directthe user researchactivities for a portfolio of customer solutions.The individualwillown the UX insights strategy partnering with Product Managementfortheir portfolio.As a Directoryou will grow and mentor a team that is responsible for executing on user research which includesit's;planningexecution,analysis ofresearch to understand customercontext and needs andtranslate findings intoartifacts such as personasjourneystasksanalyses,etc.,andcommunicate their findings in business consumable ways.What you get to do in this role:

  • Grow and mentor a team of researchers and supporting research roles,ensuring quality and consistencyofdeliveryforthe team.
  • Partner closely withBusiness Unit andProduct ManagementLeadershipto influence theportfoliostrategy and roadmaps with validated user research findingsfrom your team.
  • Guide researchers on the design and executionofgenerativeformativeand summative research to support product design and development(including but not limited toethnography,interviewssurveysconcept testing,andusability studies).
  • Review and provide feedback on research project plans and research deliverables.
  • Coordinate with theHead of Research and Insightsand peer ResearchLeadersto set Research team priorities.
    • PartnerwithResearchOperations inresource planningresearch budgethiring process and pipelineresearch vendor managementprocess standardizationand tool selection and usage.
    • Forecast resource needs and grow the team to provide necessary capabilitiesandexpertise.
    • Should be comfortable with architecturaldefinitionsuch as userprofilesworkflowsinformation architecture definitionwireframing,etc.with the aim ofkeeping a broader perspective ofhowyourteam'sresearchcaninfluencethe broaderServiceNow product strategy.
    • Expect to travelup to20% of the yearQualificationsWhat you need to be successful in this role:
      • Preferred advanceddegree(or equivalent experience) in theHuman-Computer Interaction,Human Factors,Cognitive Psychologyor other related degrees.
      • At least15years or equivalent combination of education and experience successfully applyinguser research methods to the design of great products
      • Experience growing and managing a team ofresearchesofvarying levels
      • Experienceplanning,developing and conducting UserResearchandTesting
        • Experience working with Enterprise IT software (e.g. ServiceNowSalesforcePeopleSoft)and various mobiledesktopand emerging UI platforms (voiceAIetc.)
        • Comfortable in a customer facing role where you need to represent the ServiceNow brand
        • Knowledge of user interface designusability evaluation techniquesperceptioncognitiontask analysisexperimental design and statistics
        • Obsessed with the relentless pursuit of UX perfection
        • Irritated when encountering pull door handles that can only be pushed inwardWhat we would love to see from you before or during an interview:
          • An inspiring portfolio representing the process you followto make research impactful to the businessAdditional InformationServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to racecolorcreedreligionsexsexual orientationnational origin or nationalityancestryagedisabilitygender identity or expressionmarital statusveteran status or any other category protected by law.If you are an individual with a disability and require a reasonable accommodation to complete any part of the application processor are limited in the ability or unable to access or use this online application process and need an alternative method for applyingyou may contact us at +1 (408) 501-8550 or talent.acquisition@servicenow.com for assistance.For positions requiring access to technical data subject to export control regulationsincluding Export Administration Regulations (EAR)ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Keywords: ServiceNow, Santa Clara , Director, UX Research, Executive , Santa Clara, California

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