Senior Director, Content Design for AI-Driven UX

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

Benefits offered by this job

Equity

Health plans

Flexible spending accounts

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a visionary Head of Content Design to lead the content strategy across its AI-driven digital products. You will shape how language enhances user experiences, collaborating with Product, UX, AI, and Engineering to integrate content early in development.

You will build and mentor a cross‑functional team, establish standards for UI and conversational content, and measure impact with OKRs across enterprise workflows.

Qualifications

• Bachelor’s or Master’s degree in Communications, HCI, Information Design, or related field.
• 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 to define how natural language shapes enterprise workflow experiences.
• Establish content design standards and best practices that span UI content and conversational flows.
• Develop scalable frameworks for content design across the design org and enable UX designers to author content.
• Conduct user research with UX Research and Product to measure clarity, trust, and task completion.
• Own content and conversation lifecycle from discovery through deployment and learning from user feedback.
• Define and track OKRs measuring comprehension, task success, relevance, and platform consistency.
• Communicate strategy to executives and align across UX, Product, and Engineering on language strategy.
• Build a high-performing cross‑functional team and scale content design capabilities.

Skills

Leadership

UX writing

Content strategy

User research

Data-driven decisions

Cross-functional collaboration

Communication

Strategic vision

Education

Bachelor’s or 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 visionary Head of Content Design to lead the content strategy across its AI-driven digital products. You will shape how language enhances user experiences, collaborating with Product, UX, AI, and Engineering to integrate content early in development.

You will build and mentor a cross‑functional team, establish standards for UI and conversational content, and measure impact with OKRs across enterprise workflows.