Sr. Director, UX Research, AI



Software Engineering, Design, Data Science
Santa Clara, CA, USA
Posted on Thursday, May 23, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Job Description

We are seeking a Senior Director of UX Research who is passionate about leveraging AI technologies to create empowering and supportive experiences for people at work. You will be joining our 130+ UX Research & Insights (UXRI) Organization, in our rapidly scaling global Experience Team (EX) of over 800 UX Professionals (Research, Design, Product Content, and Ops). Together we are working to create product experiences that people love.

This is the perfect role for a research executive who is passionate about changing the world of work, and the evolving needs of businesses digitizing the way they work, while supporting distributed, global teams. Businesses know that the employee experience is everything, and they must provide experiences that foster loyalty, collaboration, productivity, and support the employee through their career. As a leader you will have a massive impact on how businesses evolve to provide predictive, empowering and productivity-boosting experiences for their employees and technology teams by putting AI to work.

This role leads a UX research team that focuses on delivering AI-driven product experiences that resonate with our customers. Our researchers, spanning diverse backgrounds such as HCI, Human Factors, Cognitive and Experimental Psychology, Product Market Research, and Behavioral Sciences, collaborate seamlessly with product management, engineering, and design teams across the product development lifecycle. At ServiceNow, UX research has an integral role, driving innovation and propelling our products forward. We value diversity and inclusion, recognizing that varied perspectives foster creativity and innovation. Success in this role hinges not only on empathy and understanding but also on a profound grasp of how cross-functional collaboration drives delivery success and enhances end-user outcomes. Our unwavering commitment to research and development fuels ServiceNow's success, shaping the future of AI-driven enterprise solutions.

What you get to do in this role:

  • Build and develop a high performing team of UX researchers and managers focused on UX for AI technologies, fostering a culture of innovation and user-centricity.
  • Directly lead and manage managers and individual contributors.
  • Drive strategic initiatives to shape research programs and strategies specifically tailored to AI-driven product experiences, with a heavy focus on Generative AI.
  • Collaborate closely with cross-functional leaders in Product, UX, Engineering and Marketing to integrate AI seamlessly into our product offerings.
  • Partner with stakeholders to define and prioritize research initiatives that align with business objectives and user needs.
  • Mentor and develop a diverse team of researchers, ensuring high-quality execution of all aspects of user research throughout the product lifecycle.
  • Communicate research findings effectively, translating complex insights into actionable recommendations for key decision-makers. Should be able to clearly communicate and rationalize strategy and product solutions to stakeholders based on tested and rationalized user-centered insights and data.
  • Stay abreast of industry trends and emerging technologies in AI (especially Generative AI), continuously evolving our research methodologies and approaches.


Basic Qualifications:

  • 15+ years of research experience and 8+ years of experience managing and developing strong research managers.
  • Extensive experience in UX research, particularly focused on AI technologies and their application in digital workflows.
  • Proven track record in leading research teams to deliver impactful insights that drive product experiences and innovation.
  • Strong understanding of AI principles and methodologies, with experience integrating AI into user-centric product experiences.
  • Solid organizational experience, managing multiple teams, and a passion for developing strong, diverse managers and team members.
  • Strong executive presence, capable of influencing product leaders and stakeholders at all levels through human-centered data.

Preferred Qualifications:

  • Advanced degree or equivalent experience in Human-Computer Interaction, Cognitive Psychology, Human Factors, or related fields.
  • Expertise in user interface design, usability evaluation techniques, and statistical analysis within the context of AI-driven products.
  • A thought leader in AI and up to date with the latest trends in Generative AI. Needs to be a strong ambassador for the team internally and externally.
  • Exceptional leadership skills, inspiring global teams to deliver innovative solutions that anticipate and meet user needs.
  • Experience in creating and executing new and innovative research programs, strategies and approaches that help the team scale and have greater impact.
  • Experience leading with a hybrid (in-office and remote), distributed, global team, and finding creative ways to bring the team together to drive collaboration, relationship building and a strong culture.
  • Experience working in large, matrixed organizations, and enterprise experience would be a plus.
  • Passion for diversity and inclusion, fostering a collaborative culture that values diverse perspectives and backgrounds.


For positions in the Bay Area, we offer a base pay of $216,700 - $379,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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