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

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. 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.