Senior Director of Content Design

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

• The Head of Content Design will lead the content design function across ServiceNow’s digital products and platforms
• As a senior leader in the organization, you will collaborate closely with other leaders across Product, UX, AI, and Engineering teams to ensure content is clear, consistent, and aligned with the needs of users. You will be responsible for developing and executing a content design strategy that supports the company’s mission and business objectives
• Lead and mentor a team of content designers to define how natural language, both written and spoken, shapes enterprise workflow experiences. Work closely with product designers across AI-native products (Now Assist, Agent builders, Agentic workflows) and traditional UI to establish content design as a core discipline in product development. Own the strategy and execution of content design, ensuring it’s integrated early and continuously throughout the design process
• Establish content design standards and best practices that span both UI content and conversational flows, ensuring consistency across the ServiceNow platform while respecting the distinct design patterns of dialogue, tone, and turn-taking in conversational AI
• Develop scalable frameworks for content design across the design org. Partner with DesignOps to operationalize content design through both direct team capacity and by enabling UX designers across business units to author effective conversational and UI content
• Conduct user research in partnership with UX Research and Product to measure how content clarity and conversational naturalness drive user comprehension, trust, and task completion in enterprise AI workflows
• Own the full content and conversation lifecycle from discovery through design, deployment, and continuous learning based on user behavior and feedback. Build feedback loops from production usage into iteration
• Define and track OKRs that measure content design impact: user comprehension, task success rates, conversational relevance, and platform consistency metrics
• Communicate content strategy to executive leadership and build alignment across UX, Product, and Engineering on the role of language in driving ServiceNow’s competitive advantage in AI-native product experiences
• Build and develop a high-performing, cross-functional team. Foster a culture of craft, experiment, and continuous learning in conversational and content design
• Partner with DesignOps to define team structure, investment model, and capability-building. Scale both your direct team and the broader design org’s ability to own conversational design

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time

This role requires a visionary leader who can shape the way content enhances the user experience, drives customer engagement, and supports the overall product goalsA plus: Willing to be a strong voice in the external content design community

• Bachelor's or Master's degree in Communications, HCI, Information Design, or related field
• Experience with content management systems, design tools, and analytics platforms
• 15+ years of experience in content strategy and UX writing, 3 in the AI space, with a focus on software applications and AI technologies
• Track record of leading content initiatives for complex digital products at scale
• Strong understanding of user research, analytics, and data-driven decision-making
• Passion for creating user-centered content that drives engagement
• Proven leadership in managing content and growing a content design organization
• Ability to manage multiple projects in a fast-paced environment
• Excellent communication, collaboration, and interpersonal skills