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, automat...