高级用户体验研究员，客户与合作伙伴体验
Senior UX Researcher, Customer & Partner Experience
#### 公司简介
一切始于工程师Fred Luddy为他的同事Phyllis编写了一段代码，自动化了一个繁琐的任务。她感动得喜极而泣。这一时刻激发了Fred创建一家公司，让每个人都能享受到这种便利——让人们摆脱琐碎的工作，专注于更有意义的事情。如今，ServiceNow是业务重塑的AI控制中心。我们的ServiceNow AI平台将任何AI、任何数据和任何工作流程整合在一起，帮助85%的财富500强®企业更聪明、更快、更好地工作。我们正在构建一种AI原生文化，让技术和人才携手并进，势不可挡。而我们才刚刚开始。
加入我们，让AI为人们工作。
#### 职位描述
**你在这个职位中将要做的事情：**
- 在产品和设计生命周期中代表客户的需求，从发现到设计验证和客户采用，覆盖一系列产品
- 应用并适应适当的研究技术和方法，以满足特定项目的需求
- 与客户互动，了解他们对我们产品的独特需求，包括定义和综合用户类型、使用场景和具体的用户体验机会
- 与产品经理和设计师合作，影响产品策略和路线图
- 通过参与式设计、早期概念测试、形成性和总结性可用性测试来验证功能和设计方向
- 分析和综合跨研究和次级研究的定性研究和定量数据，生成具有可操作建议的战略和战术洞察
- 通过特定用户群体、人物画像框架、待完成的工作、用户旅程、任务分析等成果进行沟通
#### 资格要求
**基本资格（必须具备）：**
- 有利用或批判性思考如何将AI整合到工作流程、决策或问题解决中的经验。这可能包括使用AI驱动的工具、自动化工作流、分析AI驱动的见解，或探索AI对职能或行业的影响
- 有应用以客户为中心的研究技术到产品定义和设计的经验
- 理解并有经验定义、计划和执行研究项目，包括明确目标、目标和时间表。这包括制定样本计划并确定使用定量和/或定性方法的最佳数据收集方法
- 有展示研究工作的作品集
查看英文原文
#### Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
#### Job Description
**What you get to do in this role:**
- Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products
- Apply and adapt appropriate research techniques and methods for specific project needs
- Engage with customers to understand their unique needs for our products, including defining and synthesizing user types, use cases, and specific UX opportunities
- Partner with Product Managers and Designers to influence product strategy and roadmaps
- Validate feature and design direction through participatory design, early concept testing, formative and summative usability testing.
- Analyze and synthesize qualitative studies and quantitative data across studies and secondary research to generate strategic and tactical insights with actionable recommendations.
- Communicate findings through artifacts such as specific user segments, persona frameworks, jobs to be done, user journeys, task analyses, etc
#### Qualifications
**Basic Qualifications (The must have):**
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- Solid experience in applying customer-centered research techniques to product definition and designs
- Understanding and experience in defining, planning and executing research studies including outlining objectives, goals, and timelines. This includes developing sample plans and determining the best data collection approach using quantitative and/or qualitative methods
- A portfolio with examples of work representing research that influenced great insights or experiences. This includes examples of research goals, research methodologies used, the process followed, your involvement and role, data visualizations, and crisply articulated insights from the research
**Preferred Qualifications**
- 5+ years of work experience conducting customer-centered research
- Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software
- Deeper knowledge of user interface design, usability evaluation techniques, task analysis, and experimental design
- Experience with the creation and execution of online surveys as well as rich qualitative research techniques
- Excellent presentation skills to visualize technically complex topics and make them easy to understand with customers as well as product management and design stakeholders
- The ability to learn new technical concepts quickly
For positions in this location, we offer a base pay of **$128,900 - $219,100**, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
#### Additional Information
**Work Personas**
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. [Learn more here](https://careers.servicenow.com/life-at-servicenow#workpersonas). To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
**Equal Opportunity Employer**
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
**Accommodations**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [globaltalentss@servicenow.com](mailto:globaltalentss@servicenow.com) for assistance.
**Export Control Regulations**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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