Experience Manager - Digital Employee Experience (XMO / IT Service Experience)

Job Description

TheExperience Manager is a strategic leadership role within theExperience 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.

Key Responsibilities

1. Experience Strategy & Governance

• 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.

2. Insights & Continuous Improvement

• 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.

3. Client & Stakeholder Engagement

• 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.

4. Service Design & Delivery

• 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.

5. Innovation & Adoption

• 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.

Requirements

Experience & Qualifications

• Proven experience in Experience Management, Employee Experience, Digital Workplace, IT Service Management, or related leadership roles.
• Demonstrated experience leading cross-functional teams and managing complex transformation initiatives.
• Experience developing and executing experience management strategies and continuous improvement programs.
• Strong background in stakeholder management and executive-level engagement.
• Experience working within enterprise IT environments and digital workplace ecosystems.
• Familiarity with Digital Experience Monitoring (DEM) tools such as Nexthink, Lakeside SysTrack, or similar platforms.
• Experience managing service improvement portfolios and transformation roadmaps.
• Bachelor's degree in Information Technology, Business Administration, User Experience, Service Management, or a related discipline.

Technical & Professional Skills

• Strong understanding of Experience Management frameworks and best practices.
• Solid knowledge of User Experience (UX), Employee Experience (EX), and Service Design methodologies.
• Strong analytical and problem-solving skills with the ability to translate data into actionable business insights.
• Excellent understanding of IT Service Management (ITSM) principles and service lifecycle management.
• Knowledge of Digital Workplace technologies and end-user computing environments.
• Ability to define, measure, and improve experience-related KPIs and service metrics.
• Strong project and program management capabilities.
• Experience with continuous improvement methodologies and performance management practices.
• Ability to prioritize initiatives based on business value, user impact, and strategic objectives.
• Strong reporting, dashboard interpretation, and data storytelling capabilities.

Leadership & Stakeholder Management

• Proven ability to lead, mentor, and influence cross-functional teams.
• Strong relationship-building and stakeholder engagement skills.
• Ability to manage senior stakeholders and executive-level communications.
• Experience facilitating workshops, governance meetings, and strategic planning sessions.
• Strong negotiation, decision-making, and conflict-resolution capabilities.

Communication & Language

• Excellent verbal and written communication skills in English (C2 Level).
• Strong presentation and executive reporting skills.
• Ability to communicate complex concepts clearly to both technical and non-technical audiences.
• Strong facilitation and business storytelling skills.

Preferred Qualifications

• Certifications in IT Service Management (ITIL), Experience Management, User Experience, Project Management, or Change Management.
• Experience working within large-scale digital transformation programs.
• Knowledge of automation, AI-driven workplace solutions, and employee experience platforms.
• Exposure to customer/employee satisfaction measurement frameworks and Voice of Employee (VoE) programs.
• Experience establishing governance frameworks, service standards, and experience maturity models.