Sr. Director, UX Research - AI

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

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 1000 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 leader must bring an AI-native mindset — not just familiarity with AI concepts, but hands-on fluency with modern AI practices such as evaluation frameworks, prompt engineering, and human-in-the-loop workflows — and the exec