Director, Insights and Measurement

Servicenow; Santa Clara (CA); On-site; USD 221,000 - 387,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow in Santa Clara, CA is seeking a Director of Insights & Measurement to lead the Measurement & Modeling team within the UX Research & Insights org. You will shape the strategy, build measurement products, and drive end-to-end execution that informs product decisions in a fast-paced AI-native environment.

You'll partner with PM, Design, Research, and Data leaders, translate findings into strategic initiatives, hire and mentor world-class researchers and data scientists, and foster a

Qualifications

• 12+ years in UX/product research, data analytics or related fields.
• 6+ years leading and mentoring technical or strategic teams.
• Experience integrating AI into work processes and decision making.
• Extensive technical expertise in Snowflake, Python, dashboards and data analytics.
• Proven track record shipping measurement or analytics products.

Responsibilities

• Build relationships with PM, Design, Research, and Data leaders to align on high-value problems.
• Define measurement strategy and connect product quality to outcomes.
• Use AI capabilities to maximize team efficiency and impact.
• Develop measurement strategies and oversee execution for quality results.
• Showcase findings to leadership to influence roadmaps and investments.
• Hire and develop world-class researchers, data scientists, analysts, and PMs.
• Foster a culture balancing disciplined execution with psychological safety.

Skills

UX research

Data analytics

Data science

Leadership

AI integration

Cross-functional collaboration

Strategy development

Stakeholder management

Education

Advanced degree in HCI/CS/Stats

Bachelor's in related field

Tools

Snowflake

Python

Dashboard building

Database management

Coding languages

Job description

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

Job Description

We are seeking a Director ofInsights& Measurementtolead the Measurement & Modeling (M&M) team, which is part of our 130+ UX Research & Insights (UXRI) Organization within our rapidly scaling global Experience Team (EX) of over 800 UX Professionals. You will bring strategic leadership andexecutionexcellenceto a role that is fundamentally different from traditional UX researchleadershipand practice.

The M&M team is indispensable to how ServiceNow makes strategic product decisions and solves critical business problemsthrough dataand insights.The team consists of seasoned UX, data, and product experts who collectively deliver research, data science, analytics, and engineering capabilities for the organization.Theteammeasuresproductusage, AI product value,and experiencequality, diagnosesstrategic problems through metrics, buildsmeasurement products, and developsstandardized UX evaluation methodsin thefast-pacedAI-native environment.The DirectorofInsights& Measurement willorchestrate the path from strategy to execution and drive it end-to-end.

What You'll Do:

• Build strong relationships with PM, Design, Research, and Data and Analytics leaders to drive alignment around the highest-value customer problems and move work forward across competing priorities.

• Define the measurement strategy for our product spaces,establishingthe metrics and models that connect product quality and user experience to company-level outcomes.

• Establish ways to useadvancedAIcapabilitiesto maximize howthe teamworksand deliverresultswith efficiency and accuracy in mind.

• Develop measurement strategiesleveragingAI capabilitiesfor our product spaces and oversee executions to deliver highest quality results.

• Showcasefindings, ideas, and perspectivestoproduct and designleadership to ensure alignment andmeasurable impact.

• Translate findings into decisions by engaging product and design leadership with clear, evidence-based perspectives that move roadmaps and influence investment.

• Build a high-performing, versatile teamby hiringand developingworld-classresearchers, data scientists,analysts,and program managers who move fluidly across problem diagnosis, product building, and team enablement.

• Fostera culturethat balances disciplined execution withpsychological safety for experimentationand innovation.

• Maintain a sharp external perspective onindustry trends and emerging technologies in AI, continuously evolving the team's capabilities and approaches.

Qualifications

Preferred Qualifications:

• 12+ years of experience in UXor productresearch,dataanalytics, data science,customerexperience,or related fields.
• 6+ years leading andbuildingtechnicaland/or strategicteams, withdemonstratedability todevelopand mentor talent inUX research,data science,analytics, andengineering.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Extensivetechnicalexpertisein Snowflake, Python, database management, dashboard building, and coding languages, applied to leading measurement and analytics work.
• Proventrack recordindeveloping and shipping measurement or analytics products.
• Experience leading distributed, global teams across regions and time zones.
• Background in large enterprise software or SaaS companies.
• Advanced or Bachelors degree in HCI, Cognitive Psychology, Human Factors, Statistics, Data Science, ComputerScienceor related fields.

Basic Qualifications:

• Provenability to influence product and business leaders through compelling, evidence-based narratives that drive decisions and create alignment.
• Exceptional hands-on leadership and stakeholder management skills to deliver innovative insights and solutions that improve product experience.
• Ability toidentifystrategic priorities and measurement opportunitiesproactively, recognizing patterns across product spaces andtranslatinginsights into strategic initiatives.
• Abilityto develop problem-solving strategies and drive quality execution in fast-paced work environments.
• Demonstrated abilityin delivering excellent results and moving seamlessly between strategy conversations with executives and technical deep dives with stakeholdersand Researchers.
• Proficientin the use of AI, including Claude Skills, Claude Code,MCP,andmore.
• Extensive organizational experience managing multiple teams, combined with a passion for developing products that customers love.
• Deepexpertisein UX research, data science,statistics,usage analytics, metrics, and measuringuserexperience, particularly focused onusingAIin solving problems.
• Proventrack recordleading and buildinghigh-functioning teams to deliver impactful insights and data that drive product innovation.
• Passion for diversity and inclusion, fostering a collaborative culture that values diverse perspectives and backgrounds.

For positions in this location, we offer a base pay of $221,200 - $387,100, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

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

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