Job Summary
The Experience Director – End User Services is responsible for defining, driving, and continuously improving the overall digital workplace and end-user experience across the enterprise. This role leads the strategy, governance, service delivery, and transformation initiatives covering Service Desk, Field Services, Workplace Technology, Collaboration Platforms, Digital Employee Experience (DEX), End User Computing (EUC), and Workplace Support Services.
The individual will focus on enhancing employee productivity, improving user satisfaction, driving automation and self-service adoption, and ensuring a seamless omnichannel support experience.
This role reports to EUS Lead and work collaboratively to bring improvements in the Services and transform end user experience.
Key Responsibilities
Digital Employee Experience Leadership
- Develop and execute the End User Services strategy aligned to business objectives.
- Establish measurable Digital Employee Experience (DEX) programs and service improvement roadmaps.
- Lead workplace experience transformation initiatives leveraging AI, automation, analytics, and modern support models.
- Drive employee productivity improvements through proactive monitoring and experience management.
End User Services Management
- Oversee delivery of:
- Global Service Desk
- Desk-side and Field Support
- End User Computing (Windows, Mac, Mobile)
- Collaboration Services (Microsoft 365, Teams, SharePoint)
- Meeting Room and AV Services
- Virtual Desktop Infrastructure (VDI)
- Workplace Technology Services
- Ensure service consistency across regions and business units.
Employee Experience & Customer Satisfaction
- Own End User Experience KPIs and satisfaction metrics.
- Drive improvements in:
- CSAT
- NPS
- Employee Experience Scores
- First Contact Resolution (FCR)
- Mean Time to Resolve (MTTR)
- Establish Voice of Employee (VoE) feedback mechanisms.
Service Excellence & Governance
- Define operational governance and performance management frameworks.
- Establish service standards and experience-focused SLAs/XLAs.
- Conduct service reviews and executive stakeholder governance meetings.
- Manage risk, compliance, and audit requirements for workplace services.
DEX and Analytics
- Leverage DEX platforms such as:
- Nexthink
- Lakeside SysTrack
- Riverbed Aternity
- Microsoft Productivity Score
- Analyze employee experience trends and recommend proactive improvements.
- Build executive dashboards for workplace experience reporting.
Automation & Innovation
- Drive AI-enabled support models including:
- Virtual Agents
- Chatbots
- Knowledge Management
- Self-Healing Technologies
- Automated Endpoint Management
- Increase shift-left and self-service adoption.
- Improve operational efficiency through automation initiatives.
Skill Requirements
Technical Expertise
- Digital Workplace Services
- End User Computing (EUC)
- Microsoft 365 Ecosystem
- Microsoft Teams
- Intune / Endpoint Management
- VDI Technologies
- Service Desk & ITSM
- Workplace Collaboration Solutions
- DEX Platforms
- AI-powered Service Operations
Service Management
- ITIL Framework
- Experience Level Agreements (XLAs)
- Service Delivery Governance
- Continuous Service Improvement
- Performance Management
- Major Incident Management
Other Requirements
Preferred Qualifications
- Bachelor's Degree in Information Technology, Engineering, or related field.
- ITIL Expert / ITIL 4 Managing Professional certification.
- Microsoft 365 expertise.
- Digital Workplace or Employee Experience certifications, if any
- 15+ years of IT experience with 8+ years in End User Services leadership roles.
Key Performance Indicators (KPIs)
- Employee Experience Score
- CSAT/NPS
- Service Desk FCR %
- MTTR
- SLA/XLA Achievement
- Self-Service Adoption Rate
- Automation Benefits Realization
- Endpoint Compliance
- Productivity Improvement Metrics
- Knowledge Article Effectiveness
- DEX Improvement Index