Director of UX Research

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

We are seeking a Director of UX Research to lead the Security and Risk Workflows research team, 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 translate user research into product strategies and influence how ServiceNow solves critical security and risk challenges.

As the most senior Research leader in India, you will also set the tone and culture for our research community by mentoring researchers, fostering psychological safety, and creating an environment where UX Researchers can do their best work and actively contribute to product strategy. Furthermore, you will represent the India research organization globally, collaborating with cross-regional teams to align on research priorities, share learnings, and contribute to company-wide research initiatives.

• Own the research roadmap, making deliberate tradeoffs to concentrate the team’s effort on the highest-impact initiatives that move the product and business forward.
• Build strong relationships with PM, Design, Research, and Engineers to translate findings into decisions by engaging with clear, evidence-based perspectives that drive alignment and measurable impact.
• Formulate strong perspectives on the future state of the products grounded in user needs and data triangulation across analytics and behavioral signals that influence roadmap and investment decisions at the leadership level.
• Establish research quality standards and methodologies across the team to ensure reliability and consistency in how we discover user needs and measure user experience and product quality.
• Build and execute a local customer engagement strategy in India that accelerates insight generation and strengthens the panel for the Product Lab Research Program in partnership with Research Ops.
• Establish ways to use advanced AI capabilities to expand how the team works and delivers results with efficiency and quality in mind.
• Build a high-performing, versatile team by hiring world-class Researchers and creating an environment where they can do their best work.
• Foster a culture that balances disciplined execution with psychological safety, where the team feels empowered to experiment and innovate.
• Act as the site lead for our India-based Research team, advocating for the team's visibility, growth, and organizational influence, and serving as a mentor and connective tissue for Researchers who report into other managers across our product portfolio.
• Maintain a sharp external perspective on industry trends and emerging AI technologies, continuously evolving the team's capabilities and approaches.

• Proven ability to influence product and business leaders through compelling, evidence-based narratives that create alignment and drive business decisions.
• 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 opportunities for improvement.