Staff 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 - ServiceNow 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.
Job Description
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'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.
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'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.
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'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

Qualifications
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 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 law. In 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 [email protected] 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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