Senior Director, Content Design

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.

The Head of Content Design will lead the content design function across Service Now’s digital products and platforms. This role requires a visionary leader who can shape the way content enhances the user experience, drives customer engagement, and supports the overall product goals. As a senior leader in the organization, you will collaborate closely with other leaders across Product, UX, AI, and Engineering teams to ensure content is clear, consistent, and aligned with the needs of users.

You willbe responsible for developing and executing a content design strategy that supports the company's mission and business objectives.

• Lead and mentor a team of content designers to define how natural language, both written and spoken, shapes enterprise workflow experiences. Work closely with product designers across AI-native products (Now Assist, Agent builders, Agentic workflows) and traditional UI toestablishcontent design as a core discipline in product development. Own the strategy and execution of content design, ensuring it'sintegrated early and continuously throughout the design process.

• Establish content design standards and best practices that span both UI content and conversational flows, ensuring consistency across the Service Now platform while respecting the distinct design patterns of dialogue, tone, and turn-taking in conversational AI.

• Develop scalable frameworks for content design across the design org. Partner with
  
  Design
  
  Opsto operationalize content design through both direct team capacity and by enabling UX designers across business units to author effective conversational and UI content.

• Conduct user research in partnership with UX Research and Product to measure how content clarity and conversational naturalness drive user comprehension, trust, and task completion in enterprise AI workflows.

• Own the full content and conversation lifecycle from discovery through design, deployment, and continuous learning based on user behavior and feedback. Build feedback loops from production usage into iteration.

• Define and track OKRs that measure content design impact: user comprehension, task success rates, conversational relevance, and platform consistency metrics.

• Communicate content strategy to executive leadership and build alignment across UX, Product, and Engineering on the role of language in driving Service Now's competitive advantage in AI-native product experiences.

• Build and develop a high-performing, cross-functional team. Foster a culture of craft, experiment, and continuous learning in conversational and content design.

• Partner with
  
  Design
  
  Opsto define team structure, investment model, and capability-building. Scale both your direct team and the broader design org's ability to own conversational design.

To be successful in this role you have:

• Bachelor’s or Master’s degree in Communications, HCI, Information Design, or related field.

• 15+ years of experience in content strategy and UX writing, 3 in the AI space, with a focus on software applications and AI technologies.

• Proven leadership in managing…