Staff Research Communications Manager

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 ServiceNows 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 youre 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 ServiceNows 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 

Qualifications :

Basic Qualifications: 

• 7 years of experience in public relations communications communication design community engagement or similar field 

• Bachelors 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 ideas and systems with clear narration visualizations and illustrations that are both informative and inspiring to the audience 

• Knowledge of typography color theory and layout principles 

Preferred Qualifications: 

• Experience in enterprise PR and/or communications is appreciated 

• Command of graphic design and presentation tools such as Miro Keynote Figma Loop PowerPoint Word and Adobe Creative Suite 

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

Yes

Employment Type :

Full-time