Head of Content Design for AI-Native UX

ServiceNow; California (MO); Hybrid; USD 255,000 - 445,000; 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 is seeking a Head of Content Design to lead the content design function across its digital products and platforms. This role requires a visionary leader who can shape how content enhances the user experience, drives customer engagement, and supports product goals.

You will collaborate with leaders across Product, UX, AI, and Engineering to ensure content is clear, consistent, and aligned with users’ needs.

Qualifications

• 15+ years of experience in content strategy and UX writing, 3 in the AI space, with a focus on software applications and AI technologies.
• Proven leadership in managing content and growing a content design organization.
• Strong understanding of user research, analytics, and data-driven decision-making.
• Excellent communication, collaboration, and interpersonal skills.
• Track record of leading content initiatives for complex digital products at scale.
• Ability to manage multiple projects in a fast-paced environment.
• Experience with content management systems, design tools, and analytics platforms.
• Passion for creating user-centered content that drives engagement.
• A plus: Willing to be a strong voice in the external content design community.

Responsibilities

• Lead and mentor a team of content designers across product platforms.
• Work closely with Product, UX, AI, and Engineering to ensure content is clear, consistent, and aligned with user needs.
• Develop and execute a content design strategy that supports the company's mission and business objectives.
• Establish content design standards spanning UI content and conversational flows.
• Develop scalable frameworks for content design across the design org.
• Partner with UXResearch and Product to measure how content clarity and conversational naturalness drive user understanding and task completion.
• Own the full content and conversation lifecycle from discovery through design, deployment, and learning based on user feedback.
• Define and track OKRs that measure content design impact: comprehension, task success, relevance, and consistency.
• Communicate content strategy to executive leadership and align with UX, Product, and Engineering on language's role in competitive advantage.
• Build and develop a high-performing, cross-functional team.

Skills

Content strategy

UX writing

Leadership

User research

Analytics

Communication

Collaboration

Project management

Conversational design

AI product experience

Education

Bachelor’s degree in Communications, HCI, Information Design, or related field

Master’s degree in Communications, HCI, Information Design, or related field

Tools

Content management systems

Design tools

Analytics platforms

Job description

ServiceNow is seeking a Head of Content Design to lead the content design function across its digital products and platforms. This role requires a visionary leader who can shape how content enhances the user experience, drives customer engagement, and supports product goals.

You will collaborate with leaders across Product, UX, AI, and Engineering to ensure content is clear, consistent, and aligned with users’ needs.