Director, Insights and Measurement

ServiceNow•Santa Clara, CA

6h•$221,200 - $387,100•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.