Global Product Insights Director
Listed on 2026-01-01
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IT/Tech
AI Engineer, Data Science Manager
Company Description
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 – Service Now 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.
Product Insights is a strategic role responsible for transforming data into foresight and foresight into action. Sitting at the intersection of product strategy, people analytics, and AI enablement, this role ensures our GP products and employee experiences are continuously guided by meaningful, predictive, and actionable insights. While Product Operations ensures discipline and execution, Product Insights ensures clarity of direction, confidence in decision-making, and measurable business impact.
Responsibilities- Design an enterprise framework that integrates employee voice, product telemetry, and business outcome data.
- Establish common taxonomies, KPIs, and standards for measuring product impact across the GP portfolio.
- Partner with People Analytics and Digital Technology to ensure scalable data infrastructure and governance.
- Translate signals from employees, markets, and operations into forward‑looking insights that anticipate risks and opportunities.
- Provide scenario modeling and forecasts that shape GP product roadmaps and investment priorities.
- Create early warning systems for attrition, adoption gaps, and emerging employee needs.
- Deploy advanced AI tools (predictive, generative, agentic) to personalize experiences and forecast trends.
- Partner with Product Managers and COEs to embed insights into the design of employee journeys and solutions.
- Continuously evaluate model performance, bias, and adoption to ensure ethical and effective use of AI.
- Translate complex data into clear, compelling narratives that resonate with senior leaders and drive enterprise alignment.
- Act as a trusted advisor in portfolio councils and leadership forums, ensuring insights guide major decisions.
- Publish GP Product Insights reports and dashboards that tie employee experience directly to business outcomes.
- Build ongoing listening loops, retrospectives, and “voice of the employee” channels to capture real‑time experience.
- Integrate internal adoption patterns as “customer zero” to influence both GP strategy and Service Now’s external products.
- Drive a culture of evidence‑based iteration by ensuring every product release is assessed, measured, and refined.
- Decision Adoption: % of GP and enterprise product portfolio decisions directly informed by Product Insights.
- Predictive Accuracy:
Reduction in unanticipated workforce/product outcomes (e.g., attrition spikes, failed launches). - Time‑to‑Foresight:
Cycle time from signal detection (e.g., survey, telemetry, external trend) to executive insight. - Customer Zero Leverage:
Number of insights converted into commercial product enhancements or market narratives. - Executive Confidence:
Improvement in GP leadership’s perception of clarity, confidence, and data‑driven decision‑making.
- 15+ years of overall experience with 12+ years of experience across product management, people analytics, or enterprise strategy, with proven influence at the executive level.
- Track record of building and leading enterprise insights functions that impact multi‑year product strategies.
- Deep knowledge of AI/ML applications in workforce and employee experience, with the ability to evaluate predictive models and AI agent orchestration.
- Fluency in executive storytelling, converting complex data into persuasive business cases and enterprise strategies.
- St…
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