4131 Customer and contact center operations Jobs

Job Description

At ServiceNow, 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. 
 
This role is part of our Research team – focused on Market, Product, UX, and Customer Research. They understand what customers need and work relentlessly to make discoveries that elevate our products and create experiences that our customers love. Our Researchers lead and enable product management, design, and engineering leadership to make data-driven product strategy decisions.

What you get to do in this role: 
 

• Represent the needs of ServiceNow customers or partners and their end users associated with ServiceNow's products, competing products, or future concepts. 
• Collaborate with key stakeholders including designers, other researchers, and product managers to identify objectives, goals, timelines and research execution plan. 
• Work directly with external vendors to procure research sample, research reports, and partner on research projects as needed. 
• Should be a strong people manager.. should have 3-5 years of managerial experience managing small or big teams.
• Should have intrinsic motivation to for enabling team members to succeed in their professional aspirations.
• Execute various types of primary research and analysis, from early discovery, usage and needs, through product design validation. 
• Apply appropriate research techniques and methods for the specific project. Methods such as individual customer interviews, focus groups, diary studies, journey mapping, user flows, information architecture definition, wireframing and others to aid in the formulation of insights that improve product functionality and user experience.
• Develop strategic research plans including discussion guides, contingency plans and other instruments from rough outline to the final version.
• Partner closely with Product Management to influence product strategy and roadmaps with validated user research findings.
• Collaborate on feature definition and user story creation as needed.
• Work collaboratively inside a cross-functional team, effectively integrating your research into the product definition and design phases.
• Influence architectural design tasks such as user flows, information architecture definition, wireframing, etc. with the aim of communicating design opportunities to the broader Design and Product teams.
• Text analysis and coding of open-end responses which might include product feature requests, problem reports, discussion forums, and community discussions.
• Analyze and synthesize data in order to generate strategic and tactical insights with actionable recommendations that drive product improvements, innovations, and customer experience improvements.
• Prepare reports of findings, create PowerPoint and Excel reports, explaining methods used and insights learned, and presenting research results to key stakeholders and leadership (C-Level, director level). 

Qualifications

Basic Qualifications:

• BA/BS degree or higher in the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Human Factors, Anthropology, Human-Computer Interaction, Design, or equivalent combination of education and experience 
• Passionate about growing and mentoring people 
• 7+ years of experience in defining, planning and executing research studies including outlining objectives, goals, and timelines.  

 

JV22

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

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 talent.acquisition@servicenow.com 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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

 

From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.