Director of Digital Employee Experience

Employee Applicant Privacy Notice

Who we are:

We are seeking a Director of Digital Employee Experience to lead the strategy and execution of a modern intuitive and measurable digital workplace experience for our employees. This leader will own the strategy and technology experience for how employees access the tools information services and support they need to do their best work.

The ideal candidate is a systems thinker and cross-functional operator who can connect business needs employee insights technology capabilities service design and change management. This role will partner closely with IT People/HR Security Workplace Communications and business leaders to simplify employee journeys increase technology adoption and reduce friction across the digital workplace.

• Develop and own the employee digital experience vision strategy roadmap and operating model.
• Drive SoFis Make Work Easier strategy by identifying and reducing friction across the digital employee experience making it simpler for employees to find information access support and get work done.
• Map and improve priority employee journeys including onboarding internal mobility hardware/software access IT and HR support knowledge discovery collaboration and hybrid work experiences.
• Partner with service owners across IT HR Facilities Security and business teams to create consistent user-centered internal service experiences.
• Lead improvements to employee-facing channels such as service portals knowledge bases ticketing workflows chatbots virtual agents intranet experiences collaboration platforms and workflow automation.
• Establish experience standards for usability accessibility content quality information architecture service design and change readiness.
• Build a measurement framework using employee feedback usage analytics service management data endpoint/application telemetry adoption metrics and productivity indicators.
• Identify recurring pain points and translate insights into prioritized initiatives with clear business cases and measurable outcomes.
• Partner with Enterprise Applications Infrastructure Security Procurement and vendor teams to evaluate implement integrate and optimize employee-facing technology platforms.
• Lead adoption and change management for major tool launches migrations process changes and AI-enabled employee workflows.
• Quantitatively add ways to measure the employee experience
• Create executive-level reporting on roadmap progress risks adoption employee sentiment operational impact and ROI.
• Manage and develop a high-performing team of digital workplace employee experience program management analytics knowledge management or change/adoption professionals.
• Own the end-to-end employee experience for how employees find information get help access corporate services and complete common tasks across IT People Finance Security Workplace and other enterprise functions - creating a seamless experience regardless of the systems or teams operating behind the scenes.
• Define and continually evolve SoFis strategy for AI-enabled employee experiences including conversational support enterprise search knowledge discovery personalization workflow automation and emerging agentic capabilities.

• 10 years of experience in digital workplace employee experience IT service management enterprise applications HR technology workplace technology product management or a related field.
• 5 years of people leadership program leadership or matrixed cross-functional leadership experience.
• Proven ability to lead employee-facing digital transformation initiatives from strategy through execution and measurement.
• Strong understanding of ITSM employee service delivery knowledge management workflow automation collaboration platforms intranet/portal experiences and enterprise SaaS ecosystems.
• Experience using employee feedback service data analytics and product metrics to prioritize work and measure impact.
• Strong stakeholder management skills with the ability to influence senior leaders across IT People/HR Security Communications Workplace and business teams.
• Excellent written verbal and executive communication skills.
• Strong change management and adoption experience including the ability to drive behavior change across diverse employee populations.
• Familiarity with accessibility privacy security and compliance considerations for employee-facing systems.
• Bachelors degree or equivalent practical experience; advanced degree or relevant certifications are a plus.

• Experience with platforms such as ServiceNow Workday Google Workspace Slack Okta Jira Confluence intranet/EX platforms endpoint experience tools DEX monitoring platforms or AI-enabled service desk tools.
• Experience implementing self-service virtual agent employee service center enterprise search or knowledge management programs.
• Background in service design UX research product operations human-centered design or journey mapping.
• Experience in a regulated high-growth financial services technology or distributed workforce environment.