Job description

Job Description

The Experience Manager is a strategic leadership role within the Experience Management Office (XMO), responsible for driving continuous improvement of the end-to-end employee digital experience. The role ensures that IT services are aligned with user expectations and business objectives through data-driven insights, user feedback, innovation, and service excellence initiatives.

• Define, implement, and continuously evolve the Experience Management strategy in alignment with organizational objectives and IT vision.
• Establish and maintain experience management frameworks, governance models, and performance metrics.
• Develop and monitor KPIs that measure service effectiveness, user satisfaction, and business value.
• Lead the Experience Management Office (XMO) and ensure alignment with digital transformation, automation, and modernization initiatives.
• Promote a culture of continuous improvement and user-centric service delivery across the organization.

• Collaborate with UX specialists, researchers, and analysts to collect and interpret user feedback and experience insights.
• Oversee the analysis of experience data generated through Digital Experience Monitoring (DEM) platforms such as Nexthink and Lakeside SysTrack.
• Identify trends, recurring issues, pain points, and opportunities for service enhancement.
• Define, prioritize, and govern a portfolio of experience improvement initiatives.
• Balance short-term service enhancements with long-term strategic transformation programs.
• Ensure measurable improvements are implemented based on user needs and business priorities.

• Serve as the primary point of contact between the Experience Management Office and key business stakeholders.
• Build and maintain strong relationships with client representatives, including the Client Experience Owner.
• Facilitate governance meetings, experience reviews, and stakeholder workshops.
• Communicate progress, achievements, and recommendations to executive and operational stakeholders.
• Present the business impact and ROI of operational improvements and transformation initiatives.
• Drive stakeholder alignment on priorities, objectives, and expected outcomes.

• Ensure IT services are designed, enhanced, and delivered using user-centered design principles.
• Define experience standards and ensure service delivery aligns with those standards.
• Support the identification, scoping, and planning of operational and transformation projects.
• Track initiative progress and ensure timely delivery against agreed milestones.
• Collaborate with Service Management, Operations, UX, and Automation teams to improve service quality and experience outcomes.
• Monitor and report on performance against experience objectives and business goals.

• Drive the adoption of new digital workplace technologies, services, and automation capabilities.
• Lead innovation programs focused on enhancing employee experience and service effectiveness.
• Identify opportunities to leverage emerging technologies and industry best practices.
• Establish continuous feedback mechanisms to gather real-time user insights.
• Ensure experience improvements are effectively adopted and sustained across the organization.
• Support organizational change and user engagement activities related to new initiatives.