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 Research / AI Product Development

Date Posted: August 13, 2026

Experience Level: Senior Director (15+ years experience)

Remote Status: Hybrid

🚀 Role Summary

• Lead and scale a high-performing UX research team focused on AI-driven product experiences, championing user-centricity in the development of enterprise solutions.

• Drive strategic research initiatives and embed AI-native working methodologies, including prompt engineering and evaluation frameworks, across the organization to foster innovation.

• Influence product direction at the VP and C-suite levels within a complex, matrixed organization, leveraging strong executive presence and human-centered data.

• Partner cross-functionally with Product, Engineering, and Design leadership to define and prioritize research programs that align with business objectives and enhance employee experience.

📝 Enhancement Note: This role is critical for shaping ServiceNow's AI product strategy by ensuring deep user understanding and advocating for AI-native research practices. The focus on Generative AI indicates a forward-looking approach to product development within the enterprise software space.

📈 Primary Responsibilities

• Build, develop, and mentor a high-performing team of UX researchers and managers, fostering a culture of innovation, user-centricity, and continuous learning specifically around AI technologies.

• Champion a strong, well-articulated point of view on the role of UX research in shaping AI-driven products, effectively communicating this perspective to senior leaders across Product, Engineering, and Design.

• Directly lead and manage managers and individual contributors, ensuring their professional development and high-quality research execution throughout the product lifecycle.

• Drive strategic initiatives to shape research programs and strategies tailored to AI-driven product experiences, with a significant emphasis on Generative AI and its responsible application.

• Model and embed AI-native ways of working across the research organization, incorporating 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.

• Partner with stakeholders to define and prioritize research initiatives that align with business objectives, customer needs, and the overarching company strategy for AI integration.

• Communicate research findings effectively, translating complex insights into actionable recommendations for key decision-makers, and clearly rationalize strategy and product solutions based on tested user-centered insights and data.

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

📝 Enhancement Note: The responsibilities highlight a dual focus on team leadership and strategic influence, requiring the candidate to not only manage people but also to act as a key advisor in shaping AI product strategy at the highest levels of the organization. The emphasis on "AI-native" practices suggests a need for hands-on experience with modern AI development methodologies.

🎓 Skills & Qualifications

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

Experience: 15+ years of dedicated UX research experience, with a minimum of 8 years specifically in managing and developing strong research managers and teams.

Required Skills:

• Extensive experience in UX research, with a proven track record in leading research teams to deliver impactful insights that drive product experiences and innovation, particularly within AI technologies and their application in digital workflows.

• AI-native orientation with demonstrated fluency in current AI/ML practices, including evaluation frameworks, responsible AI, prompt engineering, and generative AI product development. Experience translating this knowledge into actionable research strategy is crucial.

• Strong leadership and people management skills, with a passion for developing strong, diverse managers and team members, fostering a collaborative and high-trust culture.

• Exceptional executive presence and a clear point of view, with the ability to influence product leaders and C-level stakeholders in complex, matrixed organizations through human-centered data and strategic storytelling.

• Proven ability to drive strategic initiatives, shape research programs, and define research strategies tailored to AI-driven product experiences.

• Proficiency in navigating large, matrixed enterprise organizations, building coalitions, and driving consensus across competing priorities. Preferred Skills:

• Expertise in user interface design, usability evaluation techniques, and statistical analysis within the context of AI-driven products.

• A recognized 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.

• Experience in creating and executing new and innovative research programs, strategies, and approaches that help research teams scale and achieve greater impact.

• Experience leading hybrid (in-office and remote), distributed, global teams, with a knack for finding creative ways to drive collaboration, relationship building, and a strong team culture.

• Deep alignment with ServiceNow's values (curiosity, collaboration, commitment to making work better for everyone), with a track record of embedding these values into team culture and decision-making.

📝 Enhancement Note: The required experience level and management tenure indicate a senior leadership role. The emphasis on "AI-native orientation" and specific AI practices like prompt engineering and evaluation frameworks is a key differentiator for this position, moving beyond general AI familiarity to practical application in research strategy.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a robust portfolio showcasing leadership in UX research for complex AI products, with a clear emphasis on impact and strategic contribution.

• Include case studies that highlight the successful application of AI-specific research methodologies, such as prompt engineering, evaluation frameworks, and human-in-the-loop workflows.

• Provide evidence of successfully influencing product direction and strategy at senior leadership levels, supported by data-driven insights and compelling storytelling.

• Showcase experience in scaling research operations, developing research programs, and mentoring research managers and individual contributors within a fast-paced, enterprise environment. Process Documentation:

• Detail methodologies for integrating AI-native research practices into the product development lifecycle, from ideation through to deployment and iteration.

• Illustrate processes for establishing research guardrails for generative AI experiences, ensuring responsible and ethical AI deployment.

• Document approaches for communicating complex research findings to diverse stakeholders, including executive leadership, to drive alignment and actionable product decisions.

• Outline strategies for fostering a collaborative research culture that embraces varied perspectives and drives continuous improvement in research quality and impact.

📝 Enhancement Note: While a formal portfolio submission might not be explicitly requested in the initial application, candidates are strongly advised to prepare detailed case studies and examples that align with these requirements. The emphasis on AI-specific methodologies and executive influence suggests a need for tangible proof of impact.

💵 Compensation & Benefits

Salary Range: Based on the provided information for the Santa Clara, California location, the base pay range for this role is $254,500 - $445,400 annually. This range is a guideline, and the final compensation will be determined by factors such as qualifications, skill level, competencies, and the specific work location.

Benefits:

• Comprehensive health plans, including flexible spending accounts, to support employee well-being.

• A robust 401(k) Plan with a company match to aid in long-term financial planning.

• Employee Stock Purchase Plan (ESPP) for opportunities to invest in the company.

• Matching donations program to support charitable causes.

• A flexible time away plan, promoting work-life balance and employee well-being.

• Family leave programs to support employees during significant life events.

• Equity (when applicable) as part of the total compensation package, reflecting potential long-term value and company success.

• Variable/incentive compensation structure, common for senior leadership roles, providing opportunities for performance-based rewards.

Working Hours: The standard working hours are estimated to be 40 hours per week, consistent with a full-time senior leadership role. The "Flexible" work persona suggests potential for adjusted schedules, but core availability for team collaboration and executive engagement will be expected.

📝 Enhancement Note: The salary range provided is specific to the Santa Clara, California location. The inclusion of equity, variable compensation, and a comprehensive benefits package is typical for senior director-level positions in the tech industry, particularly in a high-cost-of-living area like Silicon Valley. The "Flexible" work persona indicates a hybrid arrangement, common for leadership roles, balancing in-office collaboration with remote flexibility.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enterprise Software / AI-driven Business Process Automation. ServiceNow operates in the rapidly evolving cloud computing sector, focusing on digital workflow automation and AI integration to enhance business operations and employee experiences. The company is a leader in providing a platform that connects different parts of an organization to improve efficiency and productivity.

Company Size: ServiceNow is a large enterprise, indicated by its global Experience Team of over 1000 UX Professionals and its position as a major player in the tech industry. This size suggests ample resources, complex organizational structures, and significant market impact.

Founded: Founded by Fred Luddy, ServiceNow has grown from an initial idea to automate tedious tasks into a major AI control tower for business reinvention, serving a significant portion of the Fortune 500. This history reflects a culture of innovation and a commitment to solving real-world business challenges through technology.

Team Structure:

• The UX Research & Insights (UXRI) Organization is substantial, with over 130 professionals, indicating a well-established and resourced function. This team is part of a larger global Experience Team (EX) exceeding 1000 UX professionals, encompassing research, design, product content, and operations.

• This role involves leading a dedicated team of UX researchers and managers focused on AI-driven product experiences, reporting into senior leadership within the broader UXRI or EX organization.

• Cross-functional collaboration is a cornerstone, with researchers working seamlessly with product management, engineering, and design teams throughout the product development lifecycle. This role requires significant partnership with VP and C-suite leaders. Methodology:

• Data-Driven Innovation: ServiceNow emphasizes using data, including user research insights, to drive product innovation and business reinvention. The company aims to provide predictive, empowering, and productivity-boosting experiences.

• AI-Native Approach: The company is fostering an "AI-native culture" where technology and talent are integrated. This role specifically requires embedding AI-native ways of working, including modern evaluation methodologies and prompt engineering, into research practices.

• User-Centricity: A core tenet is creating product experiences that people love, with UX research playing an integral role in shaping these experiences and propelling products forward.

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

📝 Enhancement Note: ServiceNow's focus on AI and business reinvention is central to its culture and product strategy. The scale of the UX organization suggests a mature approach to user experience, where research is deeply embedded. The "AI-native" requirement for this role is a significant indicator of the company's strategic direction.

📈 Career & Growth Analysis

Operations Career Level: This position is at the Sr. Director level, indicating a senior leadership role responsible for a significant function (UX Research for AI) within a large organization. It involves strategic oversight, team management, and executive influence, placing it at the forefront of shaping product direction and research methodologies. The scope includes developing and leading managers, signifying a key step towards executive leadership.

Reporting Structure: The Sr. Director will likely report to a VP or Chief Experience Officer (CXO) within ServiceNow's global Experience Team structure. They will directly manage UX Research Managers and individual contributors, forming a dedicated team focused on AI product experiences. This role requires extensive collaboration with peers and leaders in Product Management, Engineering, and Design.

Operations Impact: The Sr. Director of UX Research - AI will have a profound impact on ServiceNow's ability to deliver cutting-edge AI-driven enterprise solutions. By ensuring user needs are understood and met, they will directly influence product adoption, customer satisfaction, and the overall success of ServiceNow's AI strategy. This role is pivotal in shaping how businesses evolve to provide predictive and empowering employee experiences, thereby driving revenue and market leadership.

Growth Opportunities:

• Leadership Advancement: Potential to move into VP-level roles within UX Research or broader Experience functions, overseeing larger teams or broader areas of product development.

• Strategic Impact: Opportunity to shape the future of AI-driven enterprise software research, becoming a recognized expert and thought leader in the field.

• Cross-Functional Leadership: Development of skills in influencing and collaborating across executive levels in Product, Engineering, and Marketing, preparing for broader strategic roles.

• Specialization in AI: Deepening expertise in the rapidly evolving field of AI research, leading to specialized career paths and opportunities in emerging AI applications.

• Mentorship & Team Development: Cultivating leadership skills through the mentorship of research managers and teams, contributing to the growth of talent within ServiceNow.

📝 Enhancement Note: The Sr. Director role signifies a move beyond individual contribution or managing individual contributors to leading managers and influencing strategic direction. The growth opportunities are geared towards executive leadership and becoming a key influencer in the company's AI strategy.

🌐 Work Environment

Office Type: ServiceNow offers a "Flexible" work persona, indicating a hybrid work model. This means employees are expected to work from the office some days of the week and remotely on others, balancing in-office collaboration with remote flexibility. The specific office location is in Santa Clara, California, at 2225 Lawson Lane.

Office Location(s): The primary office location mentioned is Building A, B, C, 2225 Lawson Lane, Santa Clara, California, 95054, United States. This is a key hub for ServiceNow operations.

Workspace Context:

• The hybrid model is designed to foster collaboration, innovation, and team cohesion through in-office interactions, while also providing flexibility for focused work and personal needs.

• As a Sr. Director, the individual will likely have access to modern office facilities, collaboration spaces, and the necessary technology infrastructure to support both in-office and remote work, including advanced tools for UX research and AI development.

• Opportunities for interaction with a large, diverse UX organization (over 1000 professionals) and executive leadership are abundant, fostering a dynamic and intellectually stimulating environment.

Work Schedule: While a standard 40-hour work week is typical, the "Flexible" work persona suggests that core working hours will need to accommodate team meetings, cross-functional collaborations, and executive engagements, which may require flexibility. The emphasis on leading global teams may also necessitate some adaptability to different time zones.

📝 Enhancement Note: The "Flexible" work persona is key here, indicating a hybrid model. Candidates should be prepared for a balance of in-office and remote work, with an expectation of presence in the Santa Clara office for collaborative activities and key meetings.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A preliminary discussion with an HR representative or recruiter to assess basic qualifications, experience, and alignment with the role's core requirements, particularly regarding AI and leadership.

• Hiring Manager Interview: In-depth conversation with the direct hiring manager to evaluate leadership style, strategic thinking, team management philosophy, and specific experience with AI research.

• Team/Peer Interviews: Meetings with other UX leaders, research managers, and potentially senior designers or product managers to assess cross-functional collaboration skills, cultural fit, and research methodology expertise.

• Executive Interview: A session with senior leadership (e.g., VP of UX, C-suite executive) to gauge executive presence, strategic vision, ability to influence at the highest levels, and alignment with company values.

• Presentation/Case Study: Candidates will likely be asked to present a case study or a strategic vision related to leading UX research for AI products. This will assess their ability to articulate strategy, communicate findings, and demonstrate impact.

Portfolio Review Tips:

• Focus on AI Impact: Curate examples that specifically showcase your leadership in UX research for AI products, highlighting challenges, methodologies, and measurable outcomes.

• Demonstrate Leadership: Include examples of how you've built, managed, and developed high-performing research teams, particularly those focused on complex technologies.

• Strategic Influence: Prepare case studies that illustrate your ability to influence product strategy and executive decision-making through data-driven insights and compelling storytelling.

• AI-Native Practices: Be ready to discuss your practical experience with AI evaluation frameworks, prompt engineering, human-in-the-loop workflows, and responsible AI research.

• Scale & Complexity: Highlight experience managing research programs within large, matrixed organizations and leading global or distributed teams.

Challenge Preparation:

• Be prepared for behavioral questions assessing leadership, problem-solving, and stakeholder management in complex environments.

• Anticipate questions about your strategic vision for UX research in the AI space and how you would embed AI-native practices within a large organization.

• Practice articulating your approach to developing research talent and fostering a high-performing, inclusive team culture.

• Prepare to discuss how you would measure the impact of UX research on AI product success and business outcomes.

📝 Enhancement Note: The interview process for a Sr. Director role is typically rigorous and multi-faceted, assessing not only technical expertise but also leadership, strategic thinking, and executive presence. A strong portfolio showcasing AI research leadership and the ability to influence senior stakeholders is essential.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Proficiency with established UX research tools for planning, conducting, and analyzing qualitative and quantitative studies (e.g., UserTesting, Lookback, Qualtrics, SurveyMonkey).

• AI/ML Tools: Familiarity with AI development environments, AI/ML platforms, and tools for prompt engineering and generative AI experimentation. While not necessarily a hands-on developer, understanding the landscape is key.

• Collaboration Tools: Expertise in platforms like Slack, Microsoft Teams, Zoom, and project management software (e.g., Jira, Asana) for seamless team communication and workflow management in a hybrid environment.

• Data Analysis & Visualization: Experience with tools like Tableau, Power BI, or advanced spreadsheet functions for analyzing research data and creating compelling visualizations for executive reporting.

Analytics & Reporting:

• Product Analytics Tools: Understanding of tools that track user behavior within digital products (e.g., Google Analytics, Amplitude, Mixpanel) to complement qualitative research findings.

• Reporting Dashboards: Ability to leverage or create dashboards that synthesize research findings, track key UX metrics, and communicate impact to stakeholders.

• Statistical Software: Familiarity with statistical packages (e.g., SPSS, R, Python libraries) for deeper quantitative analysis of research data.

CRM & Automation:

• CRM Systems: While not a direct CRM role, understanding how UX research integrates with CRM data (e.g., Salesforce) to inform customer segmentation and user journey mapping is beneficial.

• Workflow Automation: Awareness of workflow automation principles and tools, especially in how AI can streamline research operations or product development processes.

• Data Integration Tools: Understanding of how data from various sources (research, product analytics, CRM) can be integrated for a holistic view of the user.

📝 Enhancement Note: The technology stack for this role emphasizes tools for managing and scaling UX research operations, alongside a strong understanding of the AI/ML landscape. The ability to leverage data analytics and visualization tools for executive communication is critical.

👥 Team Culture & Values

Operations Values:

• Curiosity: A driving force at ServiceNow, encouraging deep exploration of user needs and emerging AI technologies to uncover new opportunities and solutions.

• Collaboration: Essential for cross-functional success, fostering an environment where researchers, designers, product managers, and engineers work together to build exceptional AI-driven products.

• Commitment to Making Work Better: A core value that underpins all efforts, aiming to improve employee experiences and business processes through innovative technology. This role directly contributes by ensuring AI solutions are empowering and productive.

• User-Centricity: A foundational principle, ensuring that all product development is grounded in a deep understanding of user needs and behaviors.

• Data-Driven Decision Making: Emphasizing the use of robust research data and insights to inform strategic choices and product development, particularly in the nuanced area of AI.

• Innovation & Continuous Learning: Encouraging exploration of new AI technologies and research methodologies to stay at the forefront of the field.

Collaboration Style:

• Cross-Functional Integration: Researchers are expected to be deeply embedded within product teams, working closely with Product Management, Engineering, and Design to ensure user insights inform every stage of development.

• Open Feedback Culture: A culture that encourages constructive feedback, knowledge sharing, and continuous improvement of research processes and outputs.

• Strategic Partnership: Building strong relationships with senior leaders to act as strategic partners, guiding product strategy with user-centered insights.

• Embracing Diversity: Valuing diverse perspectives and experiences within the team and in research participants, recognizing that this leads to more robust and inclusive product solutions.

📝 Enhancement Note: ServiceNow's values of curiosity, collaboration, and making work better are central to its culture. For this role, these translate into a need for proactive, user-focused research leadership that can drive innovation in AI through strong cross-functional partnerships and a commitment to ethical and effective technology deployment.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating AI Complexity: The rapidly evolving nature of AI, particularly Generative AI, presents a continuous challenge in staying ahead of methodological advancements and ethical considerations. This requires ongoing learning and adaptation.

• Influencing Executive Stakeholders: Effectively communicating complex research insights and advocating for user needs to C-suite executives in a large, matrixed organization requires strong strategic communication and influence skills.

• Scaling Research for AI: Developing and implementing research programs that can scale effectively to meet the demands of AI product development across a large organization, ensuring consistent quality and impact.

• Balancing Innovation with Responsibility: Ensuring that AI-driven experiences are not only innovative and productive but also responsible, ethical, and aligned with user trust and safety standards.

• Leading a Hybrid/Global Team: Effectively managing and fostering a cohesive, high-performing team that is distributed across different locations and works under a hybrid model, requiring innovative approaches to engagement and collaboration.

Learning & Development Opportunities:

• Deep Dive into AI Research: Opportunities to become a leading expert in UX research methodologies for cutting-edge AI technologies, including Generative AI, large language models, and AI ethics.

• Executive Leadership Development: Training and mentorship focused on executive communication, strategic planning, and influencing at the highest levels of a global enterprise.

• Program and Portfolio Management: Developing skills in managing large-scale research programs, optimizing research operations, and demonstrating ROI for UX research initiatives.

• Industry Thought Leadership: Opportunities to represent ServiceNow at conferences, publish insights, and contribute to the broader conversation around AI and user experience.

• Mentorship Programs: Participating in or leading mentorship initiatives, both for direct reports and potentially across the broader UX organization, to cultivate future leaders.

📝 Enhancement Note: The challenges are directly tied to the cutting-edge nature of AI and the complexities of leading a large, influential team within a major enterprise. The growth opportunities focus on deepening AI expertise, refining executive leadership skills, and achieving recognition as a thought leader in the field.

💡 Interview Preparation

Strategy Questions:

• "Describe your vision for leading UX research for AI products at an enterprise scale. How would you embed AI-native research methodologies into our product development lifecycle?" (Focus on strategic planning, AI-specific methodologies like prompt engineering, and scaling research).

• "How have you influenced product strategy at the VP or C-suite level, particularly concerning new technology adoption like AI? Provide a specific example." (Prepare a case study demonstrating executive influence, data-driven persuasion, and strategic storytelling).

• "What are the key ethical considerations in researching Generative AI products, and how would you ensure your team addresses them responsibly?" (Demonstrate understanding of responsible AI principles and practical application in research). Company & Culture Questions:

• "Based on your understanding of ServiceNow and its values (curiosity, collaboration, making work better), how would you foster a high-performing, AI-focused UX research team here?" (Show alignment with company values and provide specific examples of team-building strategies).

• "How do you approach building and maintaining a strong culture within a hybrid, globally distributed team?" (Discuss strategies for engagement, collaboration, and inclusion across different work arrangements and locations).

• "How do you measure the impact and ROI of UX research, especially for AI-driven features that may have complex adoption curves?" (Prepare to discuss key metrics, reporting strategies, and connecting research to business outcomes). Portfolio Presentation Strategy:

• Structure for Impact: Organize your presentation around 2-3 key projects that best demonstrate your leadership in AI UX research, focusing on the problem, your strategic approach, the methodologies used (especially AI-specific ones), your leadership actions, and the measurable outcomes.

• Highlight AI-Native Practices: Clearly articulate your experience with prompt engineering, AI evaluation frameworks, human-in-the-loop workflows, and responsible AI research.

• Show Executive Influence: Detail instances where your research directly influenced product strategy or executive decisions, quantifying the impact where possible (e.g., improved adoption, reduced risk, enhanced user satisfaction).

• Leadership & Team Development: Include examples of how you've mentored researchers, developed managers, and scaled research operations.

• Conciseness & Clarity: Be prepared to present your work concisely, focusing on strategic insights and leadership contributions, and be ready for deep-dive questions on any aspect of your work.

📝 Enhancement Note: Interview preparation should focus on demonstrating leadership in AI research, strategic influence, and the ability to manage and develop teams within a large, complex organization. Case studies that highlight AI-specific challenges and successful outcomes are crucial.

📌 Application Steps

To apply for this Sr. Director, UX Research - AI position:

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

• Curate Your Portfolio: Select 2-3 of your most impactful UX research leadership projects, with a strong emphasis on AI technologies, Generative AI, and enterprise solutions. Prepare detailed case studies that highlight strategic challenges, your leadership approach, AI-native methodologies employed, and quantifiable business outcomes.

• Optimize Your Resume: Ensure your resume clearly articulates your 15+ years of research experience and 8+ years of management experience, specifically highlighting leadership in AI UX research, executive influence, and team development. Use keywords relevant to AI, UX research, leadership, and enterprise software.

• Prepare for Executive Conversations: Practice articulating your strategic vision for AI UX research, your approach to leading teams in a hybrid/global environment, and how you align with ServiceNow's core values. Be ready to discuss your experience influencing senior stakeholders.

• Research ServiceNow: Deeply understand ServiceNow's AI strategy, its product offerings, its mission to "make work better," and its company values. Familiarize yourself with their approach to the future of work and AI in the enterprise.

⚠️ 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.