Sr. Director, UX Research - AI

📍 Job Overview

Job Title: Sr. Director, UX Research - AI

Company: ServiceNow

Location: Santa Clara, California, United States

Job Type: Full-time

Category: User Experience (UX) Research Operations

Date Posted: August 13, 2026

Experience Level: 10+ Years

Remote Status: Hybrid

🚀 Role Summary

• Lead and develop a high-performing UX research team focused on AI-driven product experiences, fostering a culture of innovation and user-centricity.

• Drive strategic initiatives to shape research programs and methodologies specifically tailored for AI and Generative AI product development.

• Model and embed AI-native ways of working across the research organization, including modern evaluation methodologies and research-informed guardrails.

• Influence product direction at VP and C-suite levels within a large, matrixed organization by partnering cross-functionally with Product, Engineering, and Design leadership.

📝 Enhancement Note: This role is positioned within a large, established tech company (ServiceNow) with a dedicated UX Research & Insights (UXRI) organization and a broader Experience Team (EX). The emphasis on "AI-native mindset" and "Generative AI" indicates a forward-looking role at the forefront of technological innovation within the enterprise software space. The Sr. Director level suggests significant leadership and strategic influence are expected.

📈 Primary Responsibilities

• Build, manage, and mentor a high-performing team of UX researchers and managers specializing in AI-driven product experiences, fostering a culture of innovation and user-centricity.

• Develop and champion a strong, well-articulated point of view on the strategic role of UX research in shaping AI-driven products to senior leaders across Product, Engineering, and Design.

• Drive strategic research programs and methodologies specifically tailored to AI-driven product experiences, with a significant focus on Generative AI.

• Embed AI-native ways of working across the research organization, including modern evaluation methodologies, rapid prototyping with AI tools, and research-informed guardrails for generative AI experiences.

• Navigate a large, matrixed organization to build alignment and influence product direction at the VP and C-suite level, partnering cross-functionally with Product, Engineering, Design, and Marketing leadership.

• Define and prioritize research initiatives in partnership with stakeholders, ensuring alignment with business objectives and user needs for AI-powered solutions.

• Communicate complex research findings and insights effectively to key decision-makers, translating them into actionable recommendations and rationalizing strategy and product solutions based on user-centered data.

• Stay abreast of industry trends and emerging technologies in AI, particularly Generative AI, continuously evolving research methodologies and approaches to maintain a competitive edge.

📝 Enhancement Note: The responsibilities emphasize both team leadership and strategic contribution. The need to "model and embed AI-native ways of working" and "influence product direction at the VP and C-suite level" highlights the strategic importance of this role in shaping ServiceNow's AI product strategy and research practices.

🎓 Skills & Qualifications

Education: Advanced degree or equivalent experience in Human-Computer Interaction (HCI), Cognitive Psychology, Human Factors, Behavioral Sciences, or related fields.

Experience: 15+ years of research experience with a minimum of 8 years in managing and developing strong research managers. Extensive experience in UX research, particularly focused on AI technologies and their application in digital workflows.

Required Skills:

• Proven experience in leading UX research teams to deliver impactful insights that drive product experiences and innovation.

• AI-native orientation with demonstrated fluency in current AI/ML practices, including evaluation frameworks, responsible AI, and generative AI product development.

• Ability to translate AI knowledge into effective research strategies and product guidance.

• Solid organizational experience in managing multiple teams and a passion for developing strong, diverse managers and team members.

• Strong executive presence and a clear point of view, capable of influencing product leaders and C-level stakeholders in complex, matrixed organizations.

• Expertise in stakeholder management and cross-functional collaboration to drive product decisions.

• Proficiency in communicating complex research findings into actionable recommendations through strategic storytelling.

• Deep understanding of human-centered data and its application in product development. Preferred Skills:

• 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, capable of acting as 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 to scale team impact.

• Experience leading hybrid (in-office and remote), distributed, global teams, fostering collaboration and a strong culture.

• Proven success operating in large, matrixed enterprise organizations, with the ability to build coalitions, navigate ambiguity, and drive consensus.

• Deep alignment with ServiceNow's values: curiosity, collaboration, and a commitment to making work better for everyone.

• Passion for building a collaborative, high-trust culture that brings together varied perspectives and experiences to drive stronger outcomes.

📝 Enhancement Note: The "10+ Years" experience level is derived from the "15+ years of research experience and 8+ years of experience managing" requirement, indicating a senior leadership role. The explicit mention of "AI-native orientation" and "fluency in current AI/ML practices" is a critical differentiator for this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase examples of leading and scaling UX research teams, particularly those focused on emerging technologies like AI.

• Demonstrate experience in developing and implementing novel research strategies and methodologies that have driven significant product impact.

• Provide evidence of influencing product strategy and decision-making at executive levels (VP, C-suite) through user research insights.

• Highlight case studies that illustrate the successful application of AI-native research practices, including evaluation frameworks, prompt engineering, and human-in-the-loop workflows.

• Include examples of fostering a collaborative, high-trust culture within research teams and across cross-functional partners. Process Documentation:

• Document the process for building and developing high-performing UX research teams, including recruitment, mentorship, and performance management strategies for AI-focused researchers.

• Outline the methodology for defining and prioritizing research initiatives that align with business objectives and user needs, with a specific focus on AI-driven product experiences.

• Detail the approach for embedding AI-native ways of working, including the implementation of modern evaluation methodologies and research-informed guardrails for generative AI.

• Describe the communication and influence strategies used to translate complex research findings into actionable recommendations for senior stakeholders and drive product direction.

📝 Enhancement Note: Given the seniority and strategic nature of this role, a portfolio demonstrating leadership, strategic impact, and deep expertise in AI research is paramount. The emphasis on "AI-native ways of working" suggests a need for practical examples of applying advanced AI concepts in research.

💵 Compensation & Benefits

Salary Range: $254,500 - $445,400 USD per year. This range is based on the provided information for the Santa Clara, California location and is subject to change based on qualifications, skill level, competencies, and work location. It represents the base pay and does not include potential equity, variable/incentive compensation, or other benefits.

Benefits:

• Comprehensive health plans, including flexible spending accounts.

• 401(k) Plan with company match.

• Employee Stock Purchase Plan (ESPP).

• Matching donations program.

• Flexible time away plan.

• Family leave programs.

• Equity (when applicable).

Working Hours: 40 hours per week.

The role is described as "Flexible" work persona, indicating a hybrid arrangement that allows for a balance between in-office and remote work, with an expectation of approximately 40 hours per week.

📝 Enhancement Note: The provided salary range is specific to the Santa Clara, California location. The "Flexible" work persona suggests a hybrid model, which typically involves some days in the office and some remote, but specific office day requirements are not detailed. The inclusion of equity and variable compensation suggests a significant total compensation package for this senior leadership role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enterprise Software / AI-driven Business Process Automation. ServiceNow operates in the critical space of business workflow automation, now heavily integrating AI to enhance productivity and reinvention for businesses globally.

Company Size: ServiceNow is a large enterprise with over 1,000 UX Professionals and a global presence, indicating a complex organizational structure with significant resources and opportunities for impact.

Founded: Founded by Fred Luddy, ServiceNow has grown from a single automation idea into a major player in the enterprise software market, focusing on freeing people from busywork and enabling meaningful work. This origin story highlights a core value of efficiency and impact.

Team Structure:

• The UX Research & Insights (UXRI) Organization is over 130 strong, part of a larger global Experience Team (EX) exceeding 1,000 UX Professionals (Research, Design, Product Content, Ops).

• This Sr. Director role leads a specific UX research team focused on AI-driven product experiences, likely managing managers and individual contributors within this specialization.

• Collaboration is heavily emphasized, with researchers working seamlessly with product management, engineering, and design teams across the product development lifecycle. Methodology:

• ServiceNow utilizes an AI-native approach, integrating AI across its platform to connect "any AI, any data, and any workflow."

• The company emphasizes a "human-centered data and strategic storytelling" approach to influence product direction.

• Research is integral to driving innovation and product advancement, with a commitment to diversity and inclusion fostering creativity.

Company Website: https://www.servicenow.com/

📝 Enhancement Note: The company's foundational principle of automating tedious tasks and its current focus on AI as an "AI control tower for business reinvention" sets a clear context for the type of impactful, efficiency-driven work expected from operations and research professionals. The scale of the UX organization suggests a mature and well-resourced approach to user experience.

📈 Career & Growth Analysis

Operations Career Level: Sr. Director, UX Research - AI. This is a senior leadership position overseeing a critical function within the Experience Team. It involves direct management of research managers and individual contributors, strategic planning for AI research initiatives, and significant influence over product development direction.

Reporting Structure: The role reports into a higher-level executive within the UXRI or EX organization. The Sr. Director will likely collaborate closely with VPs of Product, Engineering, and Design, as well as other functional leaders.

Operations Impact: This role has a profound impact on how ServiceNow develops and delivers AI-driven product experiences. By ensuring user-centricity and leveraging cutting-edge AI research methodologies, the Sr. Director directly contributes to customer loyalty, productivity, and the overall success of ServiceNow's enterprise solutions. The ability to influence executive decision-making amplifies this impact.

Growth Opportunities:

• Leadership Expansion: Potential to lead larger or more diverse research functions as the company continues its AI and growth trajectory.

• Strategic Influence: Opportunity to shape ServiceNow's long-term AI product strategy and research roadmap.

• Industry Thought Leadership: As an AI research expert, there's potential to represent ServiceNow at industry conferences and contribute to external publications.

• Mentorship & Development: Continued opportunity to mentor and develop a team of researchers and managers, fostering the next generation of AI UX leaders.

📝 Enhancement Note: The Sr. Director level implies a significant career progression, moving beyond individual contribution or small team management to shaping departmental strategy and influencing company-wide product direction, particularly in the high-growth area of AI.

🌐 Work Environment

Office Type: Hybrid. ServiceNow utilizes a "Flexible" work persona, indicating a blend of in-office and remote work. This suggests a modern workplace designed to support collaboration while offering flexibility.

Office Location(s): The primary location listed is Santa Clara, California, at "Building A,B,C 2225 Lawson Lane, 95054". ServiceNow has a global presence, and this role is part of a distributed, global team.

Workspace Context:

• A collaborative environment where UX researchers work closely with product management, engineering, and design teams.

• Access to advanced tools and technologies, particularly those related to AI and Generative AI, will be essential for conducting cutting-edge research.

• Opportunities for interaction with a large, diverse team of over 1,000 UX professionals, fostering knowledge sharing and best practices.

Work Schedule: Approximately 40 hours per week, with flexibility inherent in the "Flexible" work persona. This allows for balancing personal needs with professional responsibilities while ensuring adequate time for strategic initiatives and team management.

📝 Enhancement Note: The "Flexible" work persona suggests a commitment to work-life balance and modern work arrangements. For this role, it implies a need for strong remote collaboration skills alongside the ability to leverage in-office time for strategic meetings and team building.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a conversation with a recruiter to assess basic qualifications, experience, and alignment with the role's core requirements, including AI fluency.

• Hiring Manager Interview: In-depth discussion with the hiring manager (likely a VP or Sr. Director) focusing on leadership style, strategic thinking, AI research expertise, and team management philosophy.

• Cross-Functional Interviews: Meetings with peers and stakeholders from Product Management, Engineering, and Design to evaluate collaboration skills, influence, and understanding of the product development lifecycle.

• Executive Interview: A final discussion with senior leadership to assess executive presence, strategic vision, and alignment with company values.

• Portfolio Review: A dedicated session where candidates present their portfolio, showcasing leadership in AI UX research, strategic impact, and team development.

Portfolio Review Tips:

• AI-Centricity: Clearly highlight projects where you led UX research for AI or Generative AI products. Showcase your understanding of AI-native methodologies, evaluation frameworks, and prompt engineering.

• Leadership & Impact: Demonstrate your ability to build, mentor, and lead high-performing research teams. Quantify the impact of your research on product strategy and business outcomes.

• Executive Influence: Provide examples of how you've successfully influenced senior stakeholders and C-suite executives with research insights.

• Strategic Vision: Articulate your point of view on the future of AI in enterprise software and how UX research can shape that future.

• Case Study Structure: For each case study, clearly define the problem, your role, the methodologies used (especially AI-specific ones), the insights generated, the actions taken, and the measurable results.

Challenge Preparation:

• AI Research Scenarios: Be prepared to discuss hypothetical challenges in researching complex AI features or how to establish research guardrails for generative AI.

• Leadership & Team Building: Anticipate questions about your approach to managing diverse teams, fostering collaboration in a hybrid/remote setting, and developing talent.

• Strategic Influence: Practice articulating your research strategy and its alignment with business objectives to a non-research audience.

• Company Values: Understand ServiceNow's values (curiosity, collaboration, making work better) and be ready to discuss how you embody them in your leadership and research practices.

📝 Enhancement Note: Given the Sr. Director level and the focus on AI, expect the interview process to be rigorous, evaluating both deep technical/research expertise in AI and strong executive leadership capabilities. The portfolio review will be a critical component, requiring clear demonstration of strategic impact and AI fluency.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Tools for managing user interviews, surveys, usability testing, and data analysis (e.g., UserTesting.com, Qualtrics, SurveyMonkey, Dovetail).

• AI/ML Tools: Familiarity with tools and platforms used in AI development and research, including those for prompt engineering, model evaluation, and human-in-the-loop workflows.

• Collaboration Tools: Platforms for team communication, project management, and documentation (e.g., Slack, Microsoft Teams, Asana, Jira, Confluence).

• Prototyping Tools: While not directly for research, understanding how prototypes are created (e.g., Figma, Sketch) is beneficial for research planning and feedback.

Analytics & Reporting:

• Data Analysis Software: Tools for statistical analysis and data visualization (e.g., SPSS, R, Python libraries like Pandas/NumPy, Tableau, Power BI).

• Insight Synthesis Tools: Platforms that help organize, analyze, and synthesize qualitative research data.

CRM & Automation:

• CRM Systems: While not a direct research tool, understanding how CRM data (e.g., Salesforce) can inform user segmentation and research planning is valuable.

• Workflow Automation: Familiarity with workflow automation principles and tools is relevant given ServiceNow's core business.

📝 Enhancement Note: The explicit mention of "AI-native mindset," "evaluation frameworks," "prompt engineering," and "human-in-the-loop workflows" suggests that proficiency with or a strong understanding of these specific AI research-related practices and tools will be highly valued.

👥 Team Culture & Values

Operations Values:

• Curiosity: A drive to explore new ideas, technologies (especially AI), and user behaviors, fostering a continuous learning environment.

• Collaboration: A strong emphasis on cross-functional teamwork with Product, Engineering, and Design, building bridges and shared understanding across disciplines.

• Making Work Better: A commitment to improving the employee and customer experience through thoughtful, AI-driven product design and research.

• User-Centricity: Deep empathy for users and a dedication to translating their needs into impactful product solutions.

• Data-Driven Decision Making: Utilizing robust research findings and quantitative data to inform strategy and product development.

• Efficiency & Innovation: Embracing AI and modern methodologies to drive research efficiency and deliver innovative solutions.

Collaboration Style:

• Cross-Functional Integration: Researchers are expected to be embedded within product teams, working closely with PMs, Engineers, and Designers throughout the product lifecycle.

• Knowledge Sharing: A culture that encourages sharing insights, best practices, and learnings across the broader UXRI and EX organizations.

• Feedback Exchange: Openness to constructive feedback from peers, stakeholders, and direct reports to foster continuous improvement.

• Executive Partnership: A proactive approach to partnering with senior leadership, providing strategic guidance and influencing product roadmaps.

📝 Enhancement Note: The core values of Curiosity, Collaboration, and "Making Work Better" are central to ServiceNow's culture and directly inform how operations and research professionals are expected to contribute. The emphasis on AI will likely infuse these values with a focus on technological exploration and innovation.

⚡ Challenges & Growth Opportunities

Challenges:

• Pace of AI Evolution: Keeping pace with the rapid advancements in AI and Generative AI and translating these into actionable research strategies.

• Scaling Research for AI: Developing and implementing research processes that can effectively scale with the complexity and speed of AI product development.

• Influencing Executive Strategy: Navigating a complex, matrixed organization to champion user needs and research insights at the highest levels of decision-making.

• Building a Hybrid/Global Team Culture: Fostering strong cohesion, collaboration, and a shared sense of purpose across a distributed, hybrid team.

• Responsible AI Research: Ensuring research practices align with ethical considerations and responsible AI development principles.

Learning & Development Opportunities:

• AI Research Specialization: Deepening expertise in cutting-edge AI research methodologies, prompt engineering, and evaluation frameworks.

• Executive Leadership Development: Opportunities to hone skills in strategic planning, stakeholder management, and influencing at the C-suite level.

• Cross-Functional Learning: Gaining deeper insights into product management, engineering, and business strategy within an enterprise software context.

• Industry Engagement: Representing ServiceNow at leading AI and UX conferences, contributing to the broader industry discourse.

• Mentorship Programs: Participating in or leading mentorship initiatives to develop future leaders within the UXRI organization.

📝 Enhancement Note: The challenges are directly tied to the cutting-edge nature of AI and the complexities of leading a large, global team within an enterprise environment. The growth opportunities are geared towards advancing leadership capabilities and deepening expertise in the high-demand field of AI UX research.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to building and scaling a UX research team focused on AI technologies. What are the key considerations for managing researchers who specialize in areas like Generative AI?"

• "How would you influence product strategy at the VP or C-suite level to prioritize user-centered AI experiences, especially when faced with competing business priorities?"

• "Walk us through a situation where your research insights significantly altered the direction of an AI product. What was your process, and how did you communicate those findings to drive action?" Company & Culture Questions:

• "How do you embody ServiceNow's values of Curiosity, Collaboration, and 'Making Work Better' in your leadership and research practices?"

• "Describe your experience leading and fostering culture within a distributed, hybrid, or global team. What strategies have you found most effective?"

• "How do you ensure research findings are translated into measurable impact on the business and end-user outcomes, particularly within an AI product context?" Portfolio Presentation Strategy:

• Narrative Arc: Structure your portfolio presentation around a clear narrative, showcasing your journey as a leader and innovator in AI UX research.

• Quantify Impact: For each case study, clearly articulate the business problem, your strategic approach, the research methodologies employed (highlighting AI-specific ones), the key insights, the actions taken, and the quantifiable results (e.g., improved user adoption, increased efficiency, reduced errors).

• AI Fluency Demonstration: Be prepared to discuss the nuances of researching AI, including ethical considerations, prompt engineering best practices, and evaluating AI model performance from a user perspective.

• Leadership Focus: Emphasize your role in building and developing teams, driving strategic initiatives, and influencing stakeholders.

• Conciseness and Clarity: Aim for clear, concise communication, allowing ample time for Q&A. Tailor your examples to resonate with ServiceNow's focus on enterprise AI and workflow automation.

📝 Enhancement Note: Preparation should focus on demonstrating a blend of deep AI research expertise, strong leadership capabilities, and strategic thinking. Be ready to articulate your vision for AI UX research and how you will drive impact within a large enterprise organization.

📌 Application Steps

To apply for this operations position:

• Submit your application through the ServiceNow careers portal via the provided job link.

• Tailor Your Resume: Customize your resume to highlight your extensive experience in UX research, specific leadership roles, and any direct experience with AI, Generative AI, and related technologies. Use keywords from the job description such as "AI-native," "Generative AI," "evaluation frameworks," "prompt engineering," and "executive presence."

• Prepare Your Portfolio: Curate a portfolio that clearly showcases your leadership in building and managing research teams, your strategic impact on product development (especially AI-related), and your ability to influence executive stakeholders. Prepare to present key case studies that demonstrate your AI research expertise and problem-solving capabilities.

• Research ServiceNow: Deeply understand ServiceNow's mission, its AI strategy, its product offerings, and its company values. Familiarize yourself with their approach to enterprise workflow automation and their commitment to making work better.

• Practice Interview Responses: Prepare to answer behavioral and situational questions, focusing on your leadership style, strategic thinking, AI research methodologies, and cross-functional collaboration. Practice articulating your experience and insights clearly and concisely, using the STAR method (Situation, Task, Action, Result) where appropriate.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.