Staff UX Researcher, Customer Service Management (CSM)

Staff UX Researcher, Customer Service Management (CSM) Full-time Employee Type: Regular Region: AMS - North America and Canada Work Persona: Flexible or Remote 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 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