Sr. Manager, UX Research (AI/ML)
Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
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.
Qualifications
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.
Additional Information
ServiceNow is an Equal Employment 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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
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Work personas
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
Flexible
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
Remote
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.