Rolls-Royce
ServiceExperienceResearcher
Neural analysis suggests this role is
optimal for Mid candidates.
“Service Experience Researcher at Rolls-Royce. Skills: UX research, Service research, Behavioural insights, Customer experience analytics, Qualitative research methods, Quantitative research methods, Usability testing, Behavioural analysis, Data storytelling. Generate deep, evidence-based insights into user needs, behaviours, motivations, and pain points across all digital and physical service experiences within Group Business Services (GBS). Ensure ServiceNow products, workflows, portal, knowled”
What You'll Achieve.
Enabling the design of intuitive, efficient, and meaningful service journeys; Ensuring GBS evolves based on data, sentiment, and behavioural evidence, not assumptions; Recommend targeted improvements; Validate improvements and measure impact
Industry & Context.
Identify root causes of friction, low adoption, or performance gaps using data-driven techniques
What They're Looking For.
Must Have
3+ years in UX research, service research, behavioural insights, or customer experience analytics, Experience conducting research for complex enterprise platforms (ServiceNow, Workday, Salesforce, SAP), Proven ability to design and run research studies end-to-end and convert findings into actionable recommendations, Familiarity with digital workplace and shared services contexts (HR, Finance, Procurement, IT), Experience collaborating closely with UX designers, product teams, and service teams in agile environments, Skilled in qualitative and quantitative research methods, usability testing, and behavioural analysis, Ability to translate complex user behaviours into clear service journeys and insights, Experience combining research with analytics, dashboards, and experience metrics, Exceptional ability to communicate insights through narratives, visuals, and data storytelling, teamwork skills across UX, product, People, IT, and transformation functions
Nice to Have
Familiarity with ServiceNow experience analytics, portal analytics, heatmapping tools, and survey platforms, Understanding of how AI, virtual agents, and automation shape user experience
What You'll Do.
evidence-based insights into user needs
and pain points across all digital and physical service experiences within Group Business Services (GBS)
Ensure ServiceNow products
and AI-assisted interfaces are grounded in real user understanding
Own the feedback loops and insight mechanisms that connect users’ lived experience with continuous improvement
and analyse qualitative and quantitative research (interviews
and behavioural archetypes
Conduct usability studies to validate ServiceNow portal designs
and chatbot experiences
Translate research findings into compelling insights
and opportunity areas
Establish and maintain structured feedback loops (NPS
post-transaction surveys
Implement ongoing listening mechanisms for portal
and knowledge interactions
Integrate feedback with service metrics and analytics
Create feedback maps that highlight friction points and recommend targeted improvements
Combine qualitative insights with behavioural data (click-paths
Identify root causes of friction
or performance gaps using data-driven techniques
Use A/B testing and experimentation to validate improvements and measure impact
Ensure all UX solutions are grounded in validated research
Provide evidence-based user requirements and acceptance criteria to ServiceNow development teams
How You'll Work.
Team & Collaboration
Collaborating closely with UX designers, product teams, and service teams in agile environments; teamwork skills across UX, product, People, IT, and transformation functions; Collaborate with Product Owners (IT, HRSD, AI/Automation, Performance) to ensure user needs inform roadmap priorities; Work closely with the Service Experience Designer to ensure all UX solutions are grounded in validated research; Partner with analytics teams to combine qualitative insights with behavioural data; Work with the Knowledge Management Process Owner and Service Performance Manager to integrate feedback with service metrics and analytics
Communication Scope
Exceptional ability to communicate insights through narratives, visuals, and data storytelling
Full Job Description
## **Job Description** **Service Experience Researcher** **Full Time/ Hybrid** **Cracow, Poland** **Why join Rolls-Royce?** ### At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere. ### ### By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture. **Job summary:** ### As a **Service Experience Researcher** you will be responsible for generating deep, evidence-based insights into user needs, behaviours, motivations, and pain points across all digital and physical service experiences within Group Business Services (GBS). ### This role ensures that ServiceNow products, workflows, portal, knowledge articles, and AI-assisted interfaces are grounded in real user understanding, enabling the design of intuitive, efficient, and meaningful service journeys. ### The **Service Experience Researcher** owns the feedback loops and insight mechanisms that connect users’ lived experience with continuous improvement, ensuring that GBS evolves based on data, sentiment, and behavioural evidence, not assumptions. **What you will be doing:** * Plan, conduct, and analyse qualitative and quantitative research to understand end-user needs and experiences (interviews, shadowing, contextual inquiry, surveys, diary studies). * Build personas, journey maps, and behavioural archetypes that inform design and product decisions across GBS. * Conduct usability studies to validate ServiceNow portal designs, workflow navigation, forms, and chatbot experiences. * Translate research findings into compelling insights, recommendations, and opportunity areas for experience improvement. * Establish and maintain structured feedback loops across GBS (NP
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