Service Experience Manager

Nasze wymagania: 5+ years in Service Design, UX, or Customer Experience leadership within enterprise or GBS environments. 5+ years leading design or experience teams in cross-functional or matrixed organisations. Proven ability to lead large-scale service design programs and deliver measurable improvements in user experience. Experience integrating service design with agile delivery, automation, and AI capabilities. Skilled at translating analytics and feedback into design decisions. Ability to articulate insights, empathy maps, and experience journeys to senior stakeholders. Proven track record of delivering large-scale digital or service transformation programs. Understanding of ServiceNow experience layers (portal, knowledge, chat, mobile) and their configuration principles. Experience using analytics and sentiment tools (e.g., Qualtrics, ServiceNow Experience Analytics). Exposure to AI-driven experience tools such as virtual agents, chatbots, or GenAI content design. ITIL v4, Agile, or Design Thinking certifications are desirable. Zakres obowiązków: Define and execute the global Service Experience strategy for RR GBS, ensuring alignment with business goals and the ServiceNow platform roadmap. Establish design principles, experience standards, and measurement frameworks (NPS, adoption metrics, XLAs). Translate voice-of-employee and customer insights into service design priorities. Implement experience analytics across ServiceNow portal, chatbot and workflows to measure satisfaction, sentiment, friction and user effort. Integrate qualitative and quantitative feedback into continuous improvement cycles. Partner with the Service Performance Lead to align experience data with performance and value metrics. Lead adoption programs for newly deployed products, digital services and process re-designs. Collaborate with the Digital Adoption & Training Manager to deliver in-product guidance, enablement, and learning content. Oversee the Service Experience Design community including designers, content specialists, and researchers. Maintain a consistent design system, content standards, and brand alignment across all GBS solutions. Partner with the ServiceNow Product Owners to ensure design and experience are embedded in all platform enhancements. Facilitate design sprints and workshops to co-create solutions with business stakeholders and end users. Oferujemy: Private healthcare and group life insurance Annual bonus myBenefit platform/subsidy for Multisport cards Internet and electricity allowance for remote work Increased funding for the Employee Capital Plans (PPK) program; Rolls-Royce Sp. z o.o. contributes 3% to this program Additional vacation days based on length of service with the employer Hybrid work model (2 days in the office / 3 days from home) Flexible start time between 7:00 AM and 9:00 AM Work in a modern office located in the Krakow centre – the Unity Tower (ul. Lubomirskiego 20)