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 ServiceNow鈥檚 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.
About you:
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鈥檙e 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.
What you will do in this role:
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 ServiceNow鈥檚 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