Director, Insights and Measurement

Company Description

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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

Job Description

We are seeking a Director of Insights& Measurementtolead 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 andexecutionexcellenceto a role that is fundamentally different from traditional UX researchleadershipand practice.

The M&M team is indispensable to how Service Now makes strategic product decisions and solves critical business problems through dataand insights.

The team consists of seasoned UX, data, and product experts who collectively deliver research, data science, analytics, and engineering capabilities for the organization.

Theteammeasuresproductusage, AI product value,and experience quality, diagnoses strategic problems through metrics, builds measurement products, and develops standardized UX evaluation methodsin thefast-pacedAI-native environment.

The Director of Insights& Measurement will orchestrate the path from strategy to execution and drive it end-to-end.

What You'll Do:

• 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 useadvancedAIcapabilitiesto maximize howthe teamwork sand deliverresultswith efficiency and accuracy in mind.

• Develop measurement strategiesleveragingAI capabilities for our product spaces and oversee executions to deliver highest quality results.

• Showcase findings, ideas, and perspectivestoproduct 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 teamby hiringand developing world-class researchers, data scientists,analysts,and program managers who move fluidly across problem diagnosis, product building, and team enablement.

• Fostera 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.

Preferred Qualifications:

• 12+ years of experience in UXor product research,dataanalytics, data science,customer experience,or related fields.
• 6+ years leading andbuildingtechnicaland/or strategic teams, with demonstratedability todevelopand mentor talent inUX 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.
• Exten…