Rolls-Royce
Aerospace
ServiceExperienceResearcher
Neural analysis suggests this role is
optimal for Mid candidates.
“Service Experience Researcher at Rolls-Royce. Skills: UX Research, Service Experience, Behavioural Insights. Generate insights into user needs. Ensure ServiceNow products are user-grounded”
Industry & Context.
Identify root causes of friction; Use data-driven techniques
Poland right-to-work check
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, Bachelor’s or Master’s degree in Psychology, Human-Computer Interaction, Anthropology, UX Research, Sociology, or related field, 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, 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.
Generate insights into user needs
Ensure ServiceNow products are user-grounded
Own feedback loops and insight mechanisms
Conduct usability studies
Translate findings into insights
Establish feedback loops
Implement listening mechanisms
Integrate feedback with metrics
Partner with analytics teams
Identify root causes of friction
Collaborate with UX designers
Collaborate with Product Owners
Support development teams
How You'll Work.
Team & Collaboration
Collaborate with UX designers; Collaborate with product teams; Collaborate with service teams; Teamwork skills across UX, product, People, IT, and transformation functions; Collaborate with Product Owners
Communication Scope
Communicate insights through narratives; Communicate insights through visuals; Communicate insights through 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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