Director, UX Research - Security and Risk Workflows

About the role

ServiceNow is looking for a Director of UX Research to lead its Security and Risk Workflows research team, part of the 130+ person UX Research & Insights organization within the global Experience Team of over 800 UX professionals. As the most senior research leader in India, you will turn user research into product strategy and influence how ServiceNow addresses security and risk challenges, while mentoring researchers and representing the India research organization globally.

Key responsibilities

• Own the research roadmap, prioritizing the highest-impact initiatives for the product and business
• Build relationships with product managers, designers, researchers and engineers to turn findings into decisions
• Shape the future direction of products based on user needs and data from analytics and behavioural signals
• Set research quality standards and methodologies across the team
• Build a local customer engagement strategy in India and strengthen the panel for the Product Lab Research Program
• Explore how advanced AI capabilities can make the team more efficient and effective
• Hire and build a high-performing team, fostering psychological safety and experimentation
• Act as site lead for the India-based research team, advocating for its visibility and growth, and mentor researchers reporting to other managers
• Keep up with industry trends and emerging AI technologies

Required profile

• Proven ability to influence product and business leaders with evidence-based narratives
• Leadership and stakeholder management skills, and ability to switch between executive strategy talks and technical deep dives
• Experience managing multiple teams and building inclusive, collaborative teams across geographies
• Deep expertise in UX research and measuring user experience, especially using AI to solve problems
• Track record of leading teams that deliver impactful insights and product innovation

Preferred qualifications

• 12+ years in UX or product research, data analytics, data science, customer experience or related fields
• 6+ years leading and mentoring teams in UX research, data science, analytics and engineering
• Track record of shipping measurement or analytics products
• Experience leading distributed, global teams and a background in large enterprise software or SaaS companies
• Advanced degree in HCI, cognitive psychology, human factors, statistics, data science, computer science or related fields