Service Experience Manager (Global Process Owner)

If you have the expertise to define and orchestrate a global Service Experience strategy and you are eager to champion a “human + machine” journey leveraging GenAI and analytics within a world-class GBS environment - APPLY!

What we expect

• 5+ years in Service Design, UX, or Customer Experience leadership within GBS/Central services experience
• 5+ years leading design or experience teams in cross-functional or matrixed organisations
• Proven experience in acting as a Knowledge Manager with ServiceNow
• Proven ability to lead large-scale service design programs and deliver measurable improvements in user experience
• Ability to articulate insights, empathy maps, and experience journeys to senior stakeholders
• 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

Employment agency entry number 47

this job offer is intended for people over 18 years of age

What we offer

• A key role in digital transformation within a strategic and rapidly growing Business Unit

• Full ownership of defining and orchestrating the end-to-end experience strategy across new GBS

• An efficient recruitment process, consisting of 1-2 stages directly with the Client

• An employment contract directly with the Client, with a perspective for a long-term cooperation

• Annual bonus (15%) based on performance

• MyBenefit platform (including subsidies for Multisport cards)

• Internet and electricity allowance for remote work

• Increased employer contribution to the Employee Capital Plan (PPK) - up to 3%

• Additional vacation days based on your length of service

• Hybrid work model (typically 2 days in the office and 3 days from home)

• Flexible start times between 7:00 AM and 9:00 AM