Director, UX Research

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

We are seeking a Director of UX Research to lead the Security and Risk Workflows research team, part of our 130+ UX Research & Insights (UXRI) Organization within our rapidly scaling global Experience Team (EX) of over 800 UX Professionals. You will bring strategic leadership and execution excellence to translate user research into product strategies and influence how ServiceNow solves critical security and risk challenges. 
 
As the most senior Research leader in India, you will also set the tone and culture for our research community by mentoring researchers, fostering psychological safety, and creating an environment where UX Researchers can do their best work and actively contribute to product strategy. Furthermore, you will represent the India research organization globally, collaborating with cross-regional teams to align on research priorities, share learnings, and contribute to company-wide research initiatives.  
 

What You Get To Do In This Role 

• Own the research roadmap, making deliberate tradeoffs to concentrate the team’s effort on the highest-impact initiatives that move the product and business forward. 

• Build strong relationships with PM, Design, Research, and Engineers to translate findings into decisions by engaging with clear, evidence-based perspectives that drive alignment and measurable impact. 

• Formulate strong perspectives on the future state of the products grounded in user needs and data triangulation across analytics and behavioral signals that influence roadmap and investment decisions at the leadership level. 

• Establish research quality standards and methodologies across the team to ensure reliability and consistency in how we discover user needs and measure user experience and product quality. 

• Build and execute a local customer engagement strategy in India that accelerates insight generation and strengthens the panel for the Product Lab Research Program in partnership with Research Ops. 

• Establish ways to use advanced AI capabilities to expand how the team works and delivers results with efficiency and quality in mind. 

• Build a high-performing, versatile team by hiring world-class Researchers and creating an environment where they can do their best work. 

• Foster a culture that balances disciplined execution with psychological safety, where the team feels empowered to experiment and innovate. 

• Act as the site lead for our India-based Research team, advocating for the team's visibility, growth, and organizational influence, and serving as a mentor and connective tissue for Researchers who report into other managers across our product portfolio. 

• Maintain a sharp external perspective on industry trends and emerging AI technologies, continuously evolving the team's capabilities and approaches. 

Qualifications

To be successful in this role you have:

• Proven ability to influence product and business leaders through compelling, evidence-based narratives that create alignment and drive business decisions. 

• Exceptional hands-on leadership and stakeholder management skills to deliver innovative insights and solutions that improve product experience. 

• Ability to identify strategic priorities and measurement opportunities proactively, recognizing patterns across product spaces and translating insights into strategic initiatives. 

• Ability to develop problem-solving strategies and drive quality execution in fast-paced work environments. 

• Demonstrated ability in delivering excellent results and moving seamlessly between strategy conversations with executives and technical deep dives with stakeholders and Researchers. 

• Proficient in the use of AI tools and capabilities to lead more effectively and develop team members to deliver meaningful research outcomes (e.g., Claude Skills, Claude Code, MCP, agentic workflows, non-deterministic research methods). 

• Extensive organizational experience managing multiple teams, combined with a passion for developing products that deliver customer value. 

• Deep expertise in UX Research and measuring user experience, particularly focused on using AI to solve problems. 

• Proven track record leading and building high-functioning teams to deliver impactful insights and data that drive product innovation. 

• Demonstrated commitment to building inclusive teams across geographies, with a history of developing a collaborative culture that values diverse perspectives and backgrounds. 

• Preferred Qualifications: 

• 12+ years of experience in UX or product research, data analytics, data science, customer experience, or related fields. 

• 6+ years leading and building technical and/or strategic teams, with demonstrated ability to develop and mentor talent in UX research, data science, analytics, and engineering. 

• Proven track record in developing and shipping measurement or analytics products. 

• Experience leading distributed, global teams across regions and time zones. 

• Background in large enterprise software or SaaS companies. 

• Advanced degree in HCI, Cognitive Psychology, Human Factors, Statistics, Data Science, Computer Science, or related fields. 

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 law. In 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 globaltalentss@servicenow.com 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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