IT Service Experience

We are looking for an experienced individual contributor to serve as the voice of the customer, ensuring that employee and stakeholder experience is considered consistently across IT initiatives, services and transformation projects.

The role will provide an independent user perspective across the end-to-end journey — from initial concept and process design through implementation, rollout and post-launch experience — and help ensure that solutions are not only technically ready, but also intuitive, practical and ready for adoption.

Key Responsibilities

• Act as the voice of the customer across projects and initiatives, representing the perspective of employees and key business stakeholders.
• Review end-to-end user journeys across IT services, systems and processes, identifying friction points, unnecessary complexity and opportunities to simplify the experience.
• Partner with other teams across Corporate IT to incorporate user experience considerations throughout solution design and implementation.
• Establish practical experience and implementation-readiness criteria for employee-facing initiatives and provide an independent assessment before major rollouts.
• Gather and synthesize user feedback, translate user insights into clear and actionable recommendations covering process, product, communication, support and adoption.
• Work across multiple stakeholder groups to balance user needs, operational feasibility, technical constraints and business priorities.
• Support post-launch reviews to assess adoption, user experience and whether intended outcomes have been achieved.
• Help build a stronger user-centric and service-design mindset.

Requirements

• Minimum 7 years of relevant experience in product management, service design, customer/employee experience, IT service management, digital transformation or a related area.
• Strong track record of improving end-to-end customer or employee journeys involving technology, processes and multiple stakeholder groups.
• Good understanding of how enterprise technology services are designed, implemented and operated; deep engineering expertise is not required.
• Able to move comfortably between detailed implementation discussions and senior stakeholder conversations.
• Strong analytical and problem-solving skills, with the ability to identify underlying user problems rather than accepting existing processes at face value.
• Strong stakeholder management and influencing skills, including the confidence to challenge project teams constructively and independently.
• Comfortable working across organisational boundaries without direct authority.
• Experience using user feedback, operational data, service metrics or research to drive improvements.
• Strong written and verbal communication skills, with the ability to simplify complex issues and communicate clear recommendations.