SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 190,900 - 334,100 / annual
ServiceNow is seeking a Senior Staff UX Researcher to lead research efforts for the AI Control Tower product. This is a high-impact individual contributor role focused on understanding complex customer problems and driving the design lifecycle from discovery through validation and adoption.
Key responsibilities include representing customer needs across the product, applying and adapting research techniques for specific project contexts, and engaging directly with customers to understand their unique requirements. You will partner closely with Product Managers and Designers to provide strategic, research-informed recommendations that influence product direction. The role involves validating feature and design decisions through participatory design, concept testing, formative and summative usability testing, and communicating findings through user segments, personas, jobs-to-be-done frameworks, user journeys, and task analyses.
As a Staff-level researcher, you will provide direction and vision for large collaborative efforts, mentor other team members, and champion research discipline across the organization. You'll work with both highly technical users and business-minded end-users in enterprise software contexts.
Required qualifications include experience leveraging or critically thinking about AI integration into work processes and decision-making; proven ability applying customer-centered research techniques to product definition; and demonstrated experience defining, planning, and executing research studies using quantitative and/or qualitative methods. A portfolio demonstrating research that influenced significant insights or experiences is essential.
Preferred qualifications include 10+ years of customer-centered research experience, expertise in user interface design and usability evaluation, proficiency with online surveys and qualitative research techniques, and expert presentation skills for communicating complex topics to technical and non-technical stakeholders.
