Senior Manager UX Research
Senior Manager UX Research
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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 highlyinformed 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 teams 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.
Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!
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. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal 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. 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 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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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
