ServiceNow

Director, Insights and Measurement

ServiceNow • $221K — $387K *
Santa Clara, CA 95051In-Person
Information Technology
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 12+ years in UX, product research, data analytics, or related fields.
  • 6+ years leading technical and strategic teams, mentoring talent in relevant disciplines.
  • Experience integrating AI into workflows or decision-making processes.
  • Technical expertise in Snowflake, Python, and dashboard building.
  • Proven track record in developing measurement or analytics products.
  • Experience managing global teams across multiple time zones.
  • Background in large enterprise software or SaaS companies.
  • Advanced degree in HCI, Psychology, Statistics, Data Science, or related fields.

Responsibilities

  • Build relationships with PM, Design, Research, and Analytics leaders to align on customer problems.
  • Define measurement strategy and metrics connecting product quality to company outcomes.
  • Utilize advanced AI capabilities to enhance team efficiency and accuracy.
  • Oversee execution of measurement strategies leveraging AI for optimal results.
  • Showcase findings to leadership to ensure measurable impact and alignment.
  • Translate research findings into evidence-based recommendations for product roadmaps.
  • Build a high-performing team of researchers, data scientists, and analysts.
  • Foster a culture of disciplined execution and psychological safety for innovation.
  • Maintain an external perspective on industry trends and emerging technologies.

Benefits

  • Health plans including flexible spending accounts.
  • 401(k) plan with company match.
  • Employee Stock Purchase Plan (ESPP).
  • Matching donations program.
  • Flexible time away plan and family leave programs.
Full Job Description
Job Description

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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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