Head of Content Design & Conversational UX

Emploive; Santa Clara (CA); Hybrid; USD 180,000 - 280,000; Full time

Job summary

ServiceNow in Santa Clara, CA is seeking a Head of Content Design to lead the content design function across its digital products and platforms. You will shape how language and tone guide enterprise workflows, working with Product, UX, AI, and Engineering to ensure clarity and alignment with business goals.

You will build scalable content design standards, mentor a cross-functional team, and own end-to-end lifecycle from discovery to deployment, with learning loops driven by user feedback and

Responsibilities

• Lead and mentor a team of content designers to define how natural language shapes enterprise workflow experiences.
• Establish content design standards and best practices that span both UI content and conversational flows.
• Develop scalable frameworks for content design across the design org and enable UX designers to author effective conversational and UI content.
• Conduct user research to measure how content clarity and conversational naturalness drive user comprehension, trust, and task completion.
• Own the full content and conversation lifecycle from discovery through design, deployment, and continuous learning based on user behaviour and feedback.
• Define and track OKRs that measure content design impact: user comprehension, task success rates, conversational relevance, and platform consistency metrics.

Job description

ServiceNow in Santa Clara, CA is seeking a Head of Content Design to lead the content design function across its digital products and platforms. You will shape how language and tone guide enterprise workflows, working with Product, UX, AI, and Engineering to ensure clarity and alignment with business goals.

You will build scalable content design standards, mentor a cross-functional team, and own end-to-end lifecycle from discovery to deployment, with learning loops driven by user feedback and