Service Experience Manager, Global
Core
Own and elevate the end-to-end service experience across Global Business Services by designing, governing, and continuously improving customer journeys spanning multiple towers (Finance, HR, Procurement, IT, Customer Operations).
Role type
Service Experience Manager
Builds
Consistent, measurable, and high-quality service experiences across channels, regions, and service providers
Domain
Global Business Services / Customer Experience
Deliverable
product features
Required skills
End-to-end experience ownership, Journey and service design, Operational excellence and continuous improvement, Digital and self-service experience, Service performance management, Cross-functional collaboration
Preferred skills
Advanced degree, Leading user experience driven transformation
Technologies
ServiceNow
Responsibilities
Define and own service experience strategy across all service lines, geographies, and channels; Map critical customer journeys and redesign processes to improve outcomes, speed, and quality; Partner with operations to execute on experience improvement opportunities; Drive adoption and quality of self-service, knowledge management, virtual agents, and workflow automation; Work with experience KPIs and operational KPIs to deliver executive reporting and actionable insights; Align with IT, Product/Platform owners, Data/Analytics, Change Management, Comms, Risk/Compliance, and Vendor Management to deliver integrated improvements
Seniority
Senior, hands-on IC
