AI-Driven UX Research Leader

Servicenow; Santa Clara (CA); Hybrid; USD 255,000 - 445,000; Full time

Job summary

ServiceNow in Santa Clara, CA seeks a Senior Director of UX Research to lead AI-driven experiences across a global UXRI organization. You will shape the research strategy for Generative AI, mentor managers, and partner with Product, Engineering and Design to deliver measurable user impact.

The role requires an AI-native mindset, executive presence, and ability to influence at VP and C‑level, driving cross‑functional alignment and high‑quality, data‑driven decisions.

Qualifications

• 15+ years in research and 8+ years in managing research managers.
• Extensive UX research experience with AI technologies in digital workflows.
• Proven track record leading teams delivering impactful insights.
• AI-native orientation with fluency in evaluation frameworks and generative AI.

Responsibilities

• Build and lead a high-performing UX research team for AI tech.
• Define research strategy and champion it with senior leaders.
• Directly manage managers and ICs.
• Develop AI-driven research programs focusing on Generative AI.
• Embed AI-native workflows and rapid prototyping with AI tools.
• Influence product direction at VP/C-level across functions.
• Mentor diverse researchers and ensure high-quality execution.
• Communicate findings with actionable recommendations.

Skills

UX research leadership

AI/ML fluency

Executive presence

Cross-functional influence

Team management

Education

Advanced degree in HCI/Cognitive Psychology

Job description

ServiceNow in Santa Clara, CA seeks a Senior Director of UX Research to lead AI-driven experiences across a global UXRI organization. You will shape the research strategy for Generative AI, mentor managers, and partner with Product, Engineering and Design to deliver measurable user impact.

The role requires an AI-native mindset, executive presence, and ability to influence at VP and C‑level, driving cross‑functional alignment and high‑quality, data‑driven decisions.