Director, Insights and Measurement

ServiceNow · San Francisco

DesignLow Code Experience UX ResearchFull-timeposted 6d ago

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 Insights & Measurement to lead the Measurement & Modeling (M&M) team, which is 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 a role that is fundamentally different from traditional UX research leadership and practice.

The M&M team is indispensable to how ServiceNow makes strategic product decisions and solves critical business problems through data and insights. The team consists of seasoned UX, data, and product experts who collectively deliver research, data science, analytics, and engineering capabilities for the organization. The team measures product usage, AI product value, and experience quality, diagnoses strategic problems through metrics, builds measurement products, and develops standardized UX evaluation methods in the fast-paced AI-native environment. The Director of Insights & Measurement will orchestrate the path from strategy to execution and drive it end-to-end.

What You'll Do:

Build strong relationships with PM, Design, Research, and Data and Analytics leaders to drive alignment around the highest-value customer problems and move work forward across competing priorities.

Define the measurement strategy for our product spaces, establishing the metrics and models that connect product quality and user experience to company-level outcomes.

Establish ways to use advanced AI capabilities to maximize how the team works and deliver results with efficiency and accuracy in mind.

Develop measurement strategies leveraging AI capabilities for our product spaces and oversee executions to deliver highest quality results.

Showcase findings, ideas, and perspectives to product and design leadership to ensure alignment and measurable impact.

Translate findings into decisions by engaging product and design leadership with clear, evidence-based perspectives that move roadmaps and influence investment.

Build a high-performing, versatile team by hiring and developing world-class researchers, data scientists, analysts, and program managers who move fluidly across problem diagnosis, product building, and team enablement.

Foster a culture that balances disciplined execution with psychological safety for experimentation and innovation.

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

Qualifications

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.
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
Extensive technical expertise in Snowflake, Python, database management, dashboard building, and coding languages, applied to leading measurement and analytics work.
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 or Bachelors degree in HCI, Cognitive Psychology, Human Factors, Statistics, Data Science, Computer Science or related fields.

Basic Qualifications:

Proven ability to influence product and business leaders through compelling, evidence-based narratives that drive decisions and create alignment.
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, including Claude Skills, Claude Code, MCP, and more.
Extensive organizational experience managing multiple teams, combined with a passion for developing products that customers love.
Deep expertise in UX research, data science, statistics, usage analytics, metrics, and measuring user experience, particularly focused on using AI in solving problems.
Proven track record leading and building high-functioning teams to deliver impactful insights and data that drive product innovation.
Passion for diversity and inclusion, fostering a collaborative culture that values diverse perspectives and backgrounds.

For positions in this location, we offer a base pay of $221,200 - $387,100, 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 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.