Service Experience Manager, Global

Job description

Own and elevate the end-to-end service experience across Global Business Services (GBS) by designing, governing, and continuously improving customer journeys spanning multiple towers (e.g., Finance, HR, Procurement, IT, Customer Operations). This role ensures a consistent, measurable, and high-quality experience across channels, regions, and service providers—driving adoption, satisfaction, efficiency, and compliance.

Key Ingredients

End-to-end experience ownership: Define and own service experience strategy across all service lines, geographies, and channels (portal, chat, email, phone, in-person, automation) for key personas.

Journey and service design

Map critical customer journeys (employee, manager, vendor, customer, consumer), identify pain points, and redesign processes to improve outcomes, speed, and quality.

Operational excellence and continuous improvement

Partner with operations to identify and execute on the experience improvement opportunities.

Digital and self-service experience

Drive adoption and quality of self-service, knowledge management, virtual agents, and workflow automation; ensure content governance and findability.

Service performance management

Work with experience KPIs (CSAT, NPS, CES, XLAs), operational KPIs (AHT, FCR, backlog, cycle time), and quality metrics; deliver executive reporting and actionable insights.

Cross-functional collaboration

Align with IT, Product/Platform owners (e.g., ServiceNow), Data/Analytics, Change Management, Comms, Risk/Compliance, and Vendor Management to deliver integrated improvements. Lead user experience driven transformation across GBS towers, being the voice of the user in the project.