Principal UX Researcher, Moveworks

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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

Team & Role:

Moveworks is looking for a mixed-methods Principal Experience Researcher, AI to turn complex user behavior into clear, actionable product direction. You’ll combine qualitative research with quantitative analysis to understand not only what people do, but why they do it.
You’ll serve as a critical bridge between end-user experiences and the machine learning systems that power them. By translating user needs, behaviors, and feedback into measurable signals, you’ll help teams evaluate and improve model performance—and ensure our AI creates experiences that are useful, trustworthy, and intuitive.
This is a generalist research role for someone comfortable working across methods and stages of product development. You don’t need an engineering background, but you should be curious about how AI systems work and able to collaborate effectively with technical partners.

What you get to do in this role

• Identify and prioritize opportunities across the end-user journey by connecting large-scale behavioral data with qualitative insights, shaping product strategy and roadmap priorities.
• Set research strategy and prioritize the research portfolio around high-impact user and business questions, selecting approaches that balance scope, depth, speed, and confidence to guide investment decisions.
• Translate user needs and behaviors into clear signals that inform the design, development, and evaluation of AI and machine learning systems.
• Define the evaluation strategy for AI-powered experiences, establishing frameworks, quality standards, and shared success measures across product, design, and machine learning teams that connect model performance to usability, relevance, trust, and user outcomes.
• Investigate model and experience failures, identify recurring patterns, and recommend improvements across the product and underlying systems.
• Serve as a strategic partner to product, design, engineering, data science, and machine learning leaders, framing critical questions, challenging assumptions, and aligning teams on evidence-based product direction.
• Evaluate new concepts and product experiences throughout development—from early discovery and prototyping through launch and continuous improvement.
• Communicate findings through clear narratives, data visualizations, research artifacts, and recommendations tailored to technical and nontechnical audiences.

What You Bring:

• Experience in 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.
• 10+ years of professional experience in user experience research, product research, human-computer interaction, behavioral science, or a related field.
• Strong grounding in qualitative and quantitative research methods, including generative and evaluative approaches, with sound judgment in sampling, survey design, experimentation, bias, validity, and data interpretation.
• Demonstra…