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Salary: USD 254,500 - 445,400 / annual
ServiceNow is seeking a Senior Director of Product Analytics to build and scale understanding of how users engage with, adopt, and derive value from the ServiceNow AI Platform. This strategic, technically adept role will set strategy and structure to execute high-impact programs using product telemetry across the product and customer lifecycle, including governance, insights generation and activation, and development of data and AI products.
Key Responsibilities:
• Lead measurement strategy for AI products—from usage to adoption to value realization; standardize measurement funnels and enable end-to-end measurement from token costs to token consumption
• Define telemetry governance and data quality needs across the ServiceNow product and platform portfolio
• Define and enforce enterprise-wide standards for event tracking, metadata management, and compliance
• Own the 'single pane of glass' for usage metrics and benchmarks across products and customer use cases/segments
• Deliver insights, scorecards, reporting, and analytics for Product Management, UX/UI, Engineering, and Post-Sales teams
• Own product usage feature engineering for ML models and recommendation systems
• Deliver proactive and predictive insights to improve product adoption, growth, and renewals
• Partner with business stakeholders and other analytics teams to evolve product usage metrics, connect to business outcomes (adoption, value, renewals, upsell, cross-sell), and define and measure action plans
• Manage a team of Product Managers, Data Engineers, BI Developers, and Data Scientists
Requirements:
• 15+ years of professional experience, with extensive experience in B2C and/or B2B product domain in an analytics or insights leadership capacity
• Experience developing product usage, adoption, and value measurement strategy and driving executive-level alignment
• Hands-on experience developing product telemetry strategy and application to insights generation and action recommendation, AI/ML model development
• 7+ years of people management experience, leading or influencing technical teams, preferably with global remit
• Ability to influence senior business executives and translate between technical and non-technical teams
• BA/BS degree, with preferred concentration in business or quantitative field; Master's degree preferred but not required
• Demonstrated experience working cross-functionally with business and technical teams
• Passion for and experience applying AI to business problems in the SaaS product domain
• Ability to manage multiple priorities in matrixed, fast-paced environment, work collaboratively with cross-functional teams, and ensure high-quality deliverables with attention to detail
• Management/tech consulting experience a plus
