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Salary: USD 254,500 - 445,400 / annual
ServiceNow is seeking a Senior Director of Content Design to lead the content design function across its digital products and platforms. This is a visionary leadership role responsible for shaping how content enhances user experience, drives customer engagement, and supports product goals across ServiceNow's AI-native and traditional products.
You will lead and mentor a team of content designers, defining how natural language—both written and spoken—shapes enterprise workflow experiences. You'll 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. Key responsibilities include:
• Develop and execute a comprehensive content design strategy that supports the company's mission and business objectives, ensuring content is integrated early and continuously throughout the design process.
• Establish content design standards and best practices spanning UI content and conversational flows, ensuring consistency across the ServiceNow platform while respecting distinct design patterns of dialogue, tone, and turn-taking in conversational AI.
• Develop scalable frameworks for content design across the design organization. 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 measuring 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.
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, with at least 3 years 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: Willingness to be a strong voice in the external content design community
