[All remote jobs](https://jobicy.com/jobs.md)Open role[![ServiceNow logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2021/11/3f9f6951a15d7f9fff1e42f86a01430e.png)](https://jobicy.com/company/servicenow.md)Remote opportunity at[ServiceNow](https://jobicy.com/company/servicenow.md) # Staff UX Researcher, Customer Service Management (CSM) Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/servicenow.md)Share9 Aug 2026Published78Listing views3Application actions9 Sep 2026Apply before Opportunity details ## About this role. AI SummaryServiceNow is seeking a Staff UX Researcher for its Customer Service Management (CSM) team, focusing on the intersection of AI and customer workflows. This hands-on role involves building deep customer relationships, defining emerging interaction patterns for agentic AI systems, and influencing product strategy. The researcher will validate AI model behavior, trust, and responsible AI considerations while also mentoring team members and elevating the research practice. This is a senior, high-visibility position in a fast-paced, innovative environment. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a staff-level role requiring mastery of UX research methods, the ability to navigate high ambiguity in a new product category, and leadership in mentoring and cross-functional influence. The additional responsibility of evaluating AI agent behavior and trust adds significant complexity. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianHighly competitive$228,950US market range$160k–$290k0$319k AI insightThe offered salary range of $166,500 to $291,400 is competitive for a Staff UX Researcher at a leading enterprise software company. The midpoint of $228,950 reflects the senior level and specialized AI focus of the role, aligning well with current US market benchmarks for similar positions. ## Core skills Skills and capabilities most closely associated with this opportunity. [UX Research](https://jobicy.com/jobs?search_keywords=UX%20Research.md)[Customer Service Management](https://jobicy.com/jobs?search_keywords=Customer%20Service%20Management.md)[Human-AI Interaction](https://jobicy.com/jobs?search_keywords=Human-AI%20Interaction.md)[Usability Testing](https://jobicy.com/jobs?search_keywords=Usability%20Testing.md)[Qualitative Research](https://jobicy.com/jobs?search_keywords=Qualitative%20Research.md)[Quantitative Research](https://jobicy.com/jobs?search_keywords=Quantitative%20Research.md)[Mentoring](https://jobicy.com/jobs?search_keywords=Mentoring.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md)[Journey Mapping](https://jobicy.com/jobs?search_keywords=Journey%20Mapping.md)[Product Strategy](https://jobicy.com/jobs?search_keywords=Product%20Strategy.md) Cover letter sampleDear Hiring Manager, I am excited to apply for the Staff UX Researcher position on the Customer Service Management team at ServiceNow. With deep experience in UX research and a passion for exploring human-AI interaction, I have led research programs that directly influenced product strategy and design decisions. I am particularly drawn to the opportunity to define new research methods for agentic systems and to work closely with customers to build workflow expertise. My track record of mentoring researchers and partnering cross-functionally aligns perfectly with the collaborative and innovative culture at ServiceNow. I look forward to contributing to your mission of putting AI to work for people. Copy Sample interview questionsCan you describe a time when your research insights significantly influenced product strategy or roadmap decisions?In my previous role, I conducted a series of longitudinal studies with enterprise customers that revealed a critical gap in how they handled escalations. I synthesized these findings into a journey map and presented it to product leadership, which led to a re-prioritization of features and the creation of a new escalation workflow module. The product eventually saw a 20% increase in user satisfaction scores. How would you evaluate user trust and reliability in an AI agent that autonomously handles customer service workflows? I would use a mixed-methods approach, combining behavioral analytics with in-depth interviews and diary studies to understand user perceptions over time. I would also design controlled experiments to measure trust indicators such as user intervention rates, error correction behavior, and qualitative feedback on transparency and control. Additionally, I would collaborate with responsible AI teams to assess bias and safety. What research methods would you apply to a product category that has no established playbook, such as agentic AI workflows? I would start with generative research, including ethnographic observations and contextual inquiries with customers to understand current workflows. Then I would use rapid prototyping and participatory design to explore interaction models. Since the category is new, I would also adapt methods like wizards-of-oz studies to simulate AI behavior and gather early feedback. Finally, I would combine these with continuous insights loops to refine hypotheses and methods iteratively. How do you balance account-specific insights with broader patterns across multiple customer cohorts? I would establish a systematic framework for tagging and analyzing insights from each engagement, looking for common themes and outliers. I would also conduct cross-account synthesis workshops with the research team to identify recurring patterns. By maintaining a repository of insights and using both qualitative pattern analysis and quantitative data, I can distinguish unique needs from cohort-level trends and communicate both effectively to stakeholders. How would you mentor junior researchers while handling your own high-ambiguity projects? I would set clear expectations and create a structured yet flexible mentorship schedule, such as biweekly 1:1s and a shared resources library. I would delegate components of my projects to junior researchers, providing guidance on methodology and synthesis while allowing them ownership. I would also foster an environment where they can ask questions and learn from failures, and I would lead by example through transparent documentation of my own process. ## 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 Team & Role: 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 UX Research & Insights team – focused on 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 enable product management, design, and engineering leadership to make data-driven product strategy and build decisions. Learn more about our team here: [https://www.linkedin.com/company/servicenow/life/userexperience](https://www.linkedin.com/company/servicenow/life/userexperience) ServiceNow’s CSM strategy centers on turning structured customer workflows into agentic systems where AI agents take on end-to-end task execution alongside humans. A category being defined right now, with emerging interaction patterns. This is a hands-on role: you’ll work closely with customers to build deep workflow expertise, translate it for your cross-functional team, explore human + AI interaction models, and evaluate model behavior and trust from PoC through live use, all while building AI into your own research workflow and scoping new methods for a category that doesn’t yet have a playbook. As a subject matter expert on this team, your impact and visibility extend beyond your immediate team. You’ll work with and influence cross-functional partners to prioritize research investment and shape product direction, while helping elevate the research practice as a whole. What you get to do in this role: * Build deep, ongoing relationships with lead enterprise customers to create a continuous insights loop * Understand customers’ unique needs for our products, including defining and synthesizing user types, use cases, and specific UX opportunities * Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products * Synthesize insights across individual customer engagements to distinguish unique, account-specific needs from patterns common across customer cohorts, informing both strategic direction and detailed design decisions * Apply and adapt appropriate research techniques and methods for specific project needs * 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 * Evaluate agentic AI model behavior, user trust, and responsible AI considerations from PoC through live customer use, alongside traditional usability and task success metrics * 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 * Build AI tools and methods into your own research workflow, and help define new research approaches suited to a product category without an established playbook * Mentor and elevate research practice across the team, including defining new methods for evaluating AI model behavior and trust that others can adopt ## Qualifications Basic Qualifications (The must have): * BA/BS degree or higher in the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Anthropology, Design, or equivalent combination of education and experience * 7+ years’ of work experience applying and conducting customer-centered research techniques to product definition and designs * Experience conducting research directly with B2B/enterprise customers, including navigating complex organizational stakeholders, business processes, and workflows to translate ambiguous business challenges into research questions * Experience 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. * Experience researching AI-powered products or features, including evaluating AI model behavior, user trust, and responsible AI considerations, in addition to traditional usability and task success * Expert knowledge 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 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 (The nice to have): * Master degree or PhD is a bonus * Extensive experience setting research direction and applying customer-centered research techniques to product definition and design, including in ambiguous, 0→1 product environments * Experience embedding directly with a product development team as an ongoing research partner, rather than running research as a discrete, request-driven service * Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software * In depth 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 * Expert 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. * Experience coaching and mentoring more junior team members, contributing to their growth. For positions in this location, we offer a base pay of $166,500 – $291,400, 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. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license. 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