Senior Director of Content Design

The Head of Content Design will lead the content design function across ServiceNow’s digital products and platformsAs 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 company’s mission and business objectivesLead 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 it’s integrated early and continuously throughout the design processEstablish 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 AIDevelop 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 contentConduct 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 workflowsOwn 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 iterationDefine and track OKRs that measure content design impact: user comprehension, task success rates, conversational relevance, and platform consistency metricsCommunicate 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 experiencesBuild and develop a high-performing, cross-functional team. Foster a culture of craft, experiment, and continuous learning in conversational and content designPartner with DesignOps to define team structure, investment model, and capability-building. Scale both your direct team and the broader design org’s ability to own conversational designBenefitsGenerous family leaveMatched donationsAnnual learning stipendsFlexible PTOCompetitive retirement planPaid volunteer timeThis role requires a visionary leader who can shape the way content enhances the user experience, drives customer engagement, and supports the overall product goals A plus: Willing to be a strong voice in the external content design communityBachelor's or Master's degree in Communications, HCI, Information Design, or related fieldExperience with content management systems, design tools, and analytics platforms 15+ years of experience in content strategy and UX writing, 3 in the AI space, with a focus on software applications and AI technologiesTrack record of leading content initiatives for complex digital products at scaleStrong understanding of user research, analytics, and data-driven decision-makingPassion for creating user-centered content that drives engagementProven leadership in managing content and growing a content design organizationAbility to manage multiple projects in a fast-paced environmentExcellent communication, collaboration, and interpersonal skills