Conducts qualitative and quantitative UX research across the product lifecycle, including interviews, surveys, usability testing, journey mapping, and task analysis. Synthesizes findings into personas, journeys, insights, and actionable recommendations. Partners with Product Management and Design leadership to influence product strategy, roadmaps, feature prioritization, and user stories for enterprise software and ServiceNow products.
ROLE AND RESPONSIBILITIES
- Represent the needs of customers and their end users, gathered using various research methodologies across the product and design lifecycle from discovery through design validation.
- Apply appropriate research techniques and methods for the specific project. Methods such as online surveys, individual customer interviews, focus groups, journey mapping, user flows and information architecture definition.
- Represent strategy and UI/UX design, customer roles, profiles and concepts across other UX work streams and represent UX strategy for product development leaders
- Engage with customers to understand complex implementation requirements and general platform direction to enable application development, business unit requirements and overall platform growth
- Partner closely with Product Management and Design leadership to influence product strategy and roadmaps by defining and driving specific user experience goals.
- Validate design direction through participatory design, early concept testing, formative and summative usability testing.
- Analyze and synthesize qualitative and quantitative data to generate strategic and tactical insights with actionable recommendations.
- Communicate your findings through artifacts such as jobs to be done, segments, personas, journeys, task analyses, etc. as needed at all levels of the organization.
- Collaborate on product feature prioritization and user story creation as needed.
- Identify and document research best practices and help on-board new team members.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
- Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software.
- Experience working with Enterprise IT software (e.g. ServiceNow, Microsoft, SAP, Oracle, Salesforce, PeopleSoft)
- In depth knowledge of user interface design, usability evaluation techniques, perception, cognition, task analysis, experimental design and statistics.
- Experience in understanding concepts, latest trends, best practices across consumer and enterprise applications user registration, authentication and first time experience and extracting valuable insights to drive forward looking roadmap.
- Willing to be proactive and take initiative to learn about ServiceNow products and customers and learn about the technical functionality of ServiceNow platform and products, to represent product functionality with target end-users.
- Enjoy working collaboratively inside a cross-functional teams, effectively integrating your research into the product definition and design phases.
- Understanding platform thinking and how shared platform services work and being able to drive consensus in volatile environment despite changing requirements and priorities
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