Staff UX Researcher, Customer Service Management (CSM)

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 playbo