Job Description

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.

Benefit options available depending on contract factors and upon meeting requirements.

We’re looking for a Staff UX Researcher to drive research that shapes experiences for our Sales organization. You’ll use mixed methods to uncover insights, influence product strategy, and improve seller workflows through AI-driven innovation.

Key Responsibilities:

• Advocate for sales employees’ needs across the product lifecycle, from ideation to launch.
• Conduct and synthesize qualitative and quantitative research to generate actionable insights.
• Communicate findings through engaging storytelling that shapes strategy and roadmaps.
• Champion UX research across the organization and collaborate with designers, product managers, and other researchers to create research plans and deliverables to inform product decisions.
• Mentor team members on research methods, oversee research projects and provide feedback on the quality of plans, guides, and reports to ensure the delivery of actionable recommendations that influence design and development.

What You Bring:

• Deep knowledge of sales workflows, CRM tools, lead management, and deal cycles.
• Experience embedding research into product roadmaps and applying customer-centered research techniques to product definitions and designs to drive measurable improvements.
• Expertise in applying customer-centered research techniques to product definition and designs.
• Understanding of agentic AI and how it enhances seller efficiency.
• Expertise in qualitative and quantitative methods, including usability testing, surveys, and data analysis.
• Ability to thrive in complex environments, navigate ambiguity, and work independently.
• Expertise in planning and conducting research using qualitative and quantitative methodologies, such as user interviews, usability testing, information architecture, surveys, concept testing, data analysis, statistical analysis, and benchmarking.
• Excellent written and verbal English communication and storytelling skills to translate findings and insights into strategic narratives, visualizing technically complex topics to create concise presentations for stakeholders.

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.

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