ServiceNow

Senior Director, Content Design

ServiceNow • $254K — $445K *
Santa Clara, CA 95051In-Person
Consumer Technology
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's or Master's degree in Communications, HCI, Information Design, or related field.
  • 15+ years in content strategy and UX writing, including 3 years in AI.
  • Proven leadership in managing and scaling a content design team.
  • Strong understanding of user research and data-driven approaches.
  • Excellent communication, collaboration, and interpersonal skills.
  • Track record of leading content initiatives for complex digital products.
  • Experience with content management systems and design tools.

Responsibilities

  • Lead and mentor a team of content designers to enhance enterprise workflow experiences.
  • Establish content design standards and best practices across the platform.
  • Develop scalable frameworks for content design within the organization.
  • Conduct user research to measure content clarity and its impact on user tasks.
  • Own the complete lifecycle of content from discovery to iteration based on user feedback.
  • Define and track OKRs to measure content design impact on user success.
  • Communicate content strategy to executive leadership and secure alignment across teams.

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.
Full Job Description
Job Description

The Head of Content Design will lead the content design function across ServiceNow's digital products and platforms. This role requires a visionary leader who can shape the way content enhances the user experience, drives customer engagement, and supports the overall product goals. As 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 objectives.
  • Lead 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 process.
  • Establish 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 AI.
  • Develop 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 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 that measure 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.
  • Partner 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 design.


Qualifications

To be successful in this role you have:
  • Bachelor's or Master's degree in Communications, HCI, Information Design, or related field.
  • 15+ years of experience in content strategy and UX writing, 3 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: Willing to be a strong voice in the external content design community.


For positions in this location, we offer a base pay of $254,500 - $445,400, 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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