Job Summary

The Product Owner for Global End User Experience is responsible for defining, driving, and executing the strategic vision for IT end-user support services delivered by the vendor to a multinational pharmaceutical enterprise. Operating at the intersection of human-centered service design, agile product management, and enterprise IT service delivery, this role transforms how tens of thousands of global pharma workers (commercial, R&D, clinical, manufacturing) receive and experience technical support across Service Desk and On-Site channels.

Key Responsibilities

Product Vision & Strategic Roadmap: • Define and champion the multi-year experience roadmap for End User Services, harmonizing Global Service Desk (tier-1 remote/omnichannel) and local On-Site/Deskside support models. • Align the user experience strategy with the pharmaceutical client’s digital workplace goals, regulatory guardrails (GxP/validated systems), and productivity targets. • Establish Experience Level Agreements (XLAs) alongside traditional Service Level Agreements (SLAs). • Backlog Management & Prioritization: • Build, groom, and ruthlessly prioritize the team product backlog based on business value, user sentiment, and operational friction points. • Translate broad business and operational needs into granular epics, user stories, journey maps, and measurable acceptance criteria. • Balance feature innovation (e.g., self-healing automations, AI virtual agents, smart walk-up kiosks) with continuous service hygiene and technical debt reduction. • Cross-Functional Agile Execution: • Serve as the core Product Owner within a globally distributed delivery squad, steering sprint planning, daily standups, backlog refinement, sprint reviews, and retrospectives. • Anchor agile ways of working within cross-functional teams spanning IT service engineers, workflow developers, knowledge managers, and operational leads. • Stakeholder Alignment & Communication: • Act as the strategic liaison between vendor delivery leadership, client IT directors, site heads, and end-user community champions. • Present experience roadmaps, trade-offs, release outcomes, and sentiment metrics with clarity and executive poise. • Maintain transparency across multi-tier vendor and client governance

Skill Requirements

Structured and Analytical: • Translates raw operational telemetry (ticket volumes, bounce rates, sentiment surveys, repeat contacts) into structured insights and prioritized user journey improvements. • Applies structured problem-solving to isolate systemic friction across dispersed geographical hubs. • Clear and Confident Communicator: • Articulates complex technical dependencies and service constraints in plain, compelling business language. • Commands respect and builds trust across diverse audiences, from executive pharma leaders to frontline support agents. • Collaborative and Team-Oriented: • Unifies disparate functional groups—remote service desk analysts, local field technicians, software engineers, and process owners—around shared customer journeys. • Values collective success over individual ownership, promoting cross-site knowledge sharing. • Motivating and Inclusive: • Inspires high engagement across multicultural, globally distributed squads spanning multiple time zones. • Fosters psychological safety, actively encouraging input from all team tiers and championing inclusive design principles. • Empathetic and People-Focused: • Demonstrates deep empathy for end users facing IT roadblocks in time-critical, high-stress pharma environments (e.g., lab scientists, clinical researchers, supply-chain staff). • Exhibits equal care for the well-being and tooling efficiency of frontline IT support specialists to reduce cognitive load and burnout. • Strong Ability to Create Clarity in Complex Situations: • Decouples convoluted enterprise constraints, legacy toolsets, and pharma compliance mandates into simple, actionable steps for the delivery team. • Navigates ambiguity decisively during major incidents, vendor transitions, or operating model shifts. • Adaptable and Curious: • Stays ahead of workplace technology trends, including conversational AI, predictive support, and omnichannel self-service. • Iterates quickly based on continuous user feedback and shifting enterprise priorities.

Other Requirements

Experience: • 5+ years of experience in product ownership, service design, or end-user computing (EUC) leadership within large-scale IT managed services. • Demonstrated track record managing or partnering with Global Service Desk (GSD) and On-Site Support (OSS) in multi-vendor enterprise environments. • Experience supporting a global pharmaceutical, life sciences, or heavily regulated industry (knowledge of GxP, validated environments, audit readiness, and data integrity). • Technical & Process Competencies: • Strong working knowledge of enterprise ITSM platforms (ServiceNow, Jira Service Management) and modern workplace tech (Microsoft 365, Omnichannel telephony, Virtual Agents). • Certified Scrum Product Owner (CSPO), Professional Scrum Product Owner (PSPO), SAFe POPM, or equivalent agile credential. • Working understanding of ITIL v4 and Experience Management frameworks (e.g., HappySignals, Nexthink, or similar XLA tooling). ________________________________________ • End-User & Supporter Satisfaction: • Substantial lift in end-user CSAT, eNPS, and XLA sentiment scores across all key global sites. • Measurable increase in frontline IT supporter satisfaction and retention by reducing manual toil and fragmented workflows. • Operational Excellence & Friction Reduction: • Significant reduction in end-to-end IT process handle times and overall Mean Time to Resolve (MTTR). • Noticeable improvement in First Time Resolution (FTR/FCR) rates via shift-left strategies, enhanced knowledge assets, and proactive incident remediation. • Sustained drop in escalation volume between tier-1 GSD, field services, and tier-3 application/infrastructure support teams