Lead Researcher, Human-AI Interaction Design

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 - ServiceNow 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.

Job Description

• Lead research programs exploring how AI reshapes roles, decision-making, and workflows
• Conduct field studies, cognitive modeling, and simulation of human-AI collaboration in key job families
• Partner with HR, Product, Digital Technology and Org Design teams to design new job architectures integrating AI tools.
• Partner with HR & Enterprise AI Governance to refine and expand behavioral frameworks for ethical, transparent, and trusted human-AI collaboration.
• Build cross-functional alignment by translating research into actionable design, policy, and training recommendations.
• Publish internal playbooks and frameworks that define "how ServiceNow works with AI."
• Design and employ a comprehensive suite of both subjective and objective measures of HAII quality (i.e., satisfaction, trust, accuracy, interaction logs, etc.)
• Collaborate with UX Research to ensure alignment between interaction design and enterprise work design.
• Present findings to executive leadership, informing AI and workforce strategies.

Qualifications

• Ph.D. or Master's in Cognitive Psychology, Human-AI Interaction or HCI program with relevant AI experience, Human Factors, or related fields.
• 8+ years of experience in applied HAII, HCI, or human-AI collaboration research with a focus on cognitive science or 8+ years' experience in Cognitive Science with a focus on AI Technology in the workplace.
• Proven experience in future-of-work, organizational design, or technology transformation.
• Expert-level skills in experimental and qualitative research methods.
• Exceptional communication and stakeholder influence skills.
• Experience working with ethics, trust, and explainability research in AI systems.

For positions in this location, we offer a base pay of $146,400 - $256,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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