What are the responsibilities and job description for the Sr. Manager, UX Research position at ServiceNow?
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 proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Why this role will excite you
This role is the research manager for our India-based research team supporting ServiceNow’s Technology Workflows1. Technology Workflows is our first and largest business group at ServiceNow. It is an area of innovative growth and continued investment for ServiceNow.
The enterprise technology space in general (also known more traditionally as information technology) is experiencing widespread evolution to organization-wide value stream management and modern, agile practices often referred to as Mode 2 IT. Enterprise technology no longer simply “keeps the lights on” but becomes a creator and enabler of business value—a competitive advantage rather than an operating expense. We use AI/ML, large scale process analyses, innovative visualization, and intelligent automation to help organizations run at light speed with better results and happier employees and customers. Critical to all this are differentiating, compelling user experiences that rival the best consumer and prosumer brands. And that’s where this role comes in.
Job Description
We are seeking a Senior Manager of UX Research who is passionate about creating empowering and supportive experiences for people at work. You will manage a team of UX Researchers that are building innovative enterprise experiences, advanced technology product, and revolutionizing digital workflows across the enterprise. This is the perfect role for a research manager who is fascinated with the changing world of work, and the evolving needs of businesses digitizing the way they work.
This role will lead a team of researchers within the Technology portfolio and serve as the regional point of contact for UX Researchers in APAC. Our researchers come from a diverse set of skills and backgrounds – HCI, Human Factors, Cognitive and Experimental Psychology, Product Market Research, and Behavioral Sciences. At ServiceNow, research is a cross-functional partner to product management, engineering, and design. We embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products.
As an integral member of our extended research leadership team, you will grow and mentor a research team that is responsible for executing on all aspects of user research (i.e., planning, execution, analysis, reporting) across the product lifecycle, and communicate research findings in business consumable ways that inform and drive key decisions.
What you get to do in this role:
Hire, grow, and mentor a team of researchers 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).
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.
Build a local center of excellence and research community in our APAC region. Put into place the necessary infrastructure and processes to support community building, growing team cohesion, and fostering a sense of belonging among the larger ServiceNow research organization (beyond just the Technology Workflows Team).
Act as a thought leader in the IT domain, and the ServiceNow product. Advocate for the key users and their needs to help shape the ServiceNow product strategy.
As our team in APAC continues to expand, forecast resource needs and grow the team to provide necessary capabilities and expertise.
Expect to travel up to 5% 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 researchers 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.
Organizational structure
Our research team was founded approximately 6 years ago and has grown to an organization of over 100 researchers, research operations professionals, and management staff. Research, Design, content, and design operations comprise the Experience Organization – our own functional organization, rolling up to a Head of Global Design who reports directly to the Chief Operating and Product Officer. However, we map our team structure to the product business units to mirror directly the product business structure. Think of it as a very tightly coupled agency model.
This role reports to the Sr. Research Manager, Technology Workflows (Based in the U.S.).
There will be up 8 India-based researchers who will report to this role in 2023:
2 Staff UX Researchers
4 Senior UX Researchers
2 UX Researchers
Some things to be aware of coming into this role
These are some immediate needs and challenges that will be top of mind for this role.
Hiring Depending on the timing of when you are joining in this role, there may be several researcher roles on your team to be hired. If this is the case, hiring top talent into these roles will be top priority.
New team members
Several of the researchers on the team will be relatively new to the company and/or hired directly by you. You will be helping them on-board as you yourself are on-boarding. Proper support by your leadership and the Experience Organization in general will be provided.
Regional Point of Contact
You will be the charter member of the Research Leadership Team based at our India Development Center (IDC) in Hyderabad. As such, you will have responsibilities beyond direct team leadership that may include serving as a point of contact for other research team members based in APAC, helping build culture and team cohesiveness within our larger India-based research team, and supporting our research “brand building” and talent acquisition strategy in APAC.
Multi-national Team
We are a multi-national team. Although your direct reports will be based in India, your manager and most of the EO management team is based in the US. Design, Product and Engineering teams are also multi-national – Technology Workflows has its primary presence in the US, Israel and India. While we have a goal of better aligning people and projects in the same zone, we are not yet there. Many project meetings and All-Hands type meetings occur between 7am-9am PST (8:30pm-10:30pm IST). You can expect these types of meetings at least 2-3 days a week.
JV20
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.
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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.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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