Research Communications Manager

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We are seeking a Research Communications Manager to establish and lead a robust communications program that keeps customers, partners, and senior leaders informed and inspired by the latest developments and insights from our User Experience Research & Insights (UXRI) team.

As a core member of Service Now’s UXRI organization, you will translate complex research into clear, compelling narratives that help teams understand customer needs, make informed decisions, and connect insights to real product outcomes. You will collaborate closely with researchers and cross‑functional partners to deliver thoughtful communications across internal and external channels, including executive summaries, customer share‑backs, newsletters, events, and learning moments.

Your work will elevate the voice of our research participants, build organization‑wide capability, and demonstrate the impact of customer feedback at scale.

You are a strategic and analytical communications leader with exceptional storytelling craft and editorial rigor. You can translate complex data into clear narratives that resonate with varied audiences. You bring strong judgement and presence for high‑visibility deliverables, and you’re equally comfortable building customer‑facing share‑backs that strengthen customer trust. You operate with a program‑builder mindset, developing repeatable frameworks and learning experiences that amplify research impact at scale.

• Create and deliver against a comprehensive UXRI research communication strategy, ensuring research insights are clearly translated, curated, and delivered to executive, internal, and external audiences at the right altitude and cadence.
• Create executive‑level research deliverables that surface critical customer insights and directly inform strategic decision‑making across senior leadership.
• Lead customer share‑back communications by closing the loop with customers that participate in research, communicating how feedback influenced product outcomes through briefs, newsletters, blogs, emails, podcasts, presentations, websites, and other formats/channels.
• Develop and host forums that provide a window into Service Now’s user‑centered product development, in concert with Product Management, Product Success, Customer Success, and other customer‑facing groups.
• Design and deliver internal research communication enablement and learning programs that build organization‑wide capability in communicating insights that drive impact at scale.
• Curate a library of assets including infographics, customer visit reports, messaging frameworks, and executive summaries to ensure consistency, quality, and reusable templates across UXRI.
• Provide guidance and hands‑on support to researchers (through office hours, consultation, templates) to enable them to effectively share their work, amplifying the impact of research through others.

Basic Qualifications:

• 7+ years of experience in public relations, communications, communication design, community engagement or similar field.
• Bachelor’s degree in English, Journalism, Marketing, Communications or similar interdisciplinary fields, or equivalent combination of education and experience.
• Strong writing, editing, proofreading, layout and graphic design, and print production skills are essential, as well as a keen eye for detail.
• Resourceful, self‑motivated, and able to independently manage projects and prioritize shifting workloads in a high‑growth, ever‑changing environment.
• Ability to represent complex…