Lead Research Scientist, Human-AI Interaction

ServiceNow•San Diego, CA

About The Position

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Lead research programs exploring how AI reshapes roles, decision-making, and workflows Conduct field studies, cognitive modeling, and simulation of human-AI collaboration in key job families Partner with HR, Product, Digital Technology and Org Design teams to design new job architectures integrating AI tools. Partner with HR & Enterprise AI Governance to refine and expand behavioral frameworks for ethical, transparent, and trusted human-AI collaboration. Build cross-functional alignment by translating research into actionable design, policy, and training recommendations. Publish internal playbooks and frameworks that define “how ServiceNow works with AI.” Design and employ a comprehensive suite of both subjective and objective measures of HAII quality (i.e., satisfaction, trust, accuracy, interaction logs, etc.) Collaborate with UX Research to ensure alignment between interaction design and enterprise work design. Present findings to executive leadership, informing AI and workforce strategies.

Requirements

Ph.D. or Master’s in Cognitive Psychology, Human-AI Interaction or HCI program with relevant AI experience, Human Factors, or related fields.
8+ years of experience in applied HAII, HCI, or human-AI collaboration research with a focus on cognitive science or 8+ years' experience in Cognitive Science with a focus on AI Technology in the workplace.
Proven experience in future-of-work, organizational design, or technology transformation.
Expert-level skills in experimental and qualitative research methods.
Exceptional communication and stakeholder influence skills.
Experience working with ethics, trust, and explainability research in AI systems.

Responsibilities

Lead research programs exploring how AI reshapes roles, decision-making, and workflows
Conduct field studies, cognitive modeling, and simulation of human-AI collaboration in key job families
Partner with HR, Product, Digital Technology and Org Design teams to design new job architectures integrating AI tools.
Partner with HR & Enterprise AI Governance to refine and expand behavioral frameworks for ethical, transparent, and trusted human-AI collaboration.
Build cross-functional alignment by translating research into actionable design, policy, and training recommendations.
Publish internal playbooks and frameworks that define “how ServiceNow works with AI.”
Design and employ a comprehensive suite of both subjective and objective measures of HAII quality (i.e., satisfaction, trust, accuracy, interaction logs, etc.)
Collaborate with UX Research to ensure alignment between interaction design and enterprise work design.
Present findings to executive leadership, informing AI and workforce strategies.