Senior Director, Content Design

The Head of Content Design will lead the content design function across ServiceNows digital products and platforms. This role requires a visionary leader who can shape the way content enhances the user experience drives customer engagement and supports the overall product goals. 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 companys 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 its 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 ServiceNows 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 orgs ability to own conversational design. 

Qualifications :

To be successful in this role you have: 

• Bachelors or Masters 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. 

For positions in this location we offer a base pay of $254500 - $445400 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin age disability gender identity  veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

Yes

Employment Type :

Full-time