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Salary: USD 221,200 - 387,100 / annual
Moveworks (part of ServiceNow) is seeking a Principal UX Researcher to bridge end-user experiences with AI and machine learning systems. This is a mixed-methods research role focused on turning complex user behavior into actionable product direction.
In this role, you will:
- Identify and prioritize opportunities across the end-user journey by connecting large-scale behavioral data with qualitative insights to shape product strategy and roadmap priorities
- Set research strategy and prioritize the research portfolio around high-impact user and business questions, selecting approaches that balance scope, depth, speed, and confidence
- Translate user needs and behaviors into clear signals that inform the design, development, and evaluation of AI and machine learning systems
- Define evaluation strategy for AI-powered experiences, establishing frameworks, quality standards, and shared success measures across product, design, and ML teams
- Investigate model and experience failures, identify recurring patterns, and recommend improvements across product and underlying systems
- Serve as a strategic partner to product, design, engineering, data science, and machine learning leaders, framing critical questions and aligning teams on evidence-based product direction
- Evaluate new concepts and product experiences throughout development—from early discovery and prototyping through launch and continuous improvement
- Communicate findings through clear narratives, data visualizations, research artifacts, and recommendations tailored to technical and nontechnical audiences
This is a generalist research role for someone comfortable working across methods and stages of product development. You don't need an engineering background, but you should be curious about how AI systems work and able to collaborate effectively with technical partners.
REQUIREMENTS:
- 10+ years of professional experience in user experience research, product research, human-computer interaction, behavioral science, or a related field
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact)
- Strong grounding in qualitative and quantitative research methods, including generative and evaluative approaches, with sound judgment in sampling, survey design, experimentation, bias, validity, and data interpretation
- Demonstrated ability to analyze large or complex behavioral datasets, including product usage logs, and translate findings into actionable product insights
- Strong written, verbal, and visual communication skills, including the ability to make complex findings clear to different audiences
- Strong collaboration and stakeholder-management skills, with experience building alignment across product managers, engineers, and designers
- Portfolio or work samples that demonstrate your research process, analytical capabilities, and influence on product decisions and user outcomes
NICE TO HAVE:
- Experience conducting lean UX research in a fast-paced environment
- Experience researching AI-powered, machine learning, conversational, search, or recommendation experiences
- Experience developing or improving evaluation systems, benchmarks, rubrics, or quality metrics for AI products
- Familiarity with product analytics, experimentation platforms, data visualization tools, or statistical analysis software
- Experience using SQL, R, Python, or similar tools (technical fluency valued, but hands-on programming not required)
