Head of Content Design for AI-Driven UX

ServiceNow; Santa Clara (CA); On-site; USD 180,000 - 320,000; Full time

Benefits offered by this job

Generous family leave

Matched donations

Annual learning stipends

Flexible PTO

Competitive retirement plan

Paid volunteer time

Job summary

ServiceNow is seeking a visionary Head of Content Design to lead the content design function across our digital products and platforms. You will collaborate with Product, UX, AI, and Engineering to ensure content is clear, consistent, and aligned with user needs.

You will own strategy, mentor a team of designers, establish standards for UI and conversational content, and drive impact through user research, OKRs, and cross‑functional partnerships.

Qualifications

• 15+ years of experience in content strategy and UX writing, with focus on software applications and AI technologies.
• Experience leading content initiatives for complex digital products at scale.
• Strong understanding of user research, analytics, and data-driven decision-making.
• Experience leading and mentoring a content design team.

Responsibilities

• Lead and mentor a team of content designers to define how natural language shapes enterprise workflow experiences across AI-native products and traditional UI.
• Own the strategy and execution of content design, ensuring it is integrated early and continuously throughout the design process.
• Establish content design standards and best practices for UI content and conversational flows across the ServiceNow platform.
• Develop scalable frameworks for content design and partner with DesignOps to operationalize content design.
• Conduct user research with UX Research and Product to measure clarity, trust, and task completion in enterprise AI workflows.
• Own the full content and conversation lifecycle from discovery through deployment and continuous learning.
• Define and track OKRs to measure content design impact on user comprehension, task success, and platform consistency.
• Communicate content strategy to executive leadership and align across UX, Product, and Engineering.

Skills

Leadership

Cross-functional collaboration

UX writing

Strategic thinking

Education

Bachelor's or Master's in Communications, HCI, Information Design, or related field

Tools

Content management systems

Design tools

Analytics platforms

Job description

ServiceNow is seeking a visionary Head of Content Design to lead the content design function across our digital products and platforms. You will collaborate with Product, UX, AI, and Engineering to ensure content is clear, consistent, and aligned with user needs.

You will own strategy, mentor a team of designers, establish standards for UI and conversational content, and drive impact through user research, OKRs, and cross‑functional partnerships.