DigiTOP - Customer Experience Manager

Customer Experience Manager

Role Overview: We are seeking a dynamic and visionary Customer (Employee) Experience Manager to join our team, reporting directly to the IT Enterprise Operations Director. This mid-management senior role offers a unique opportunity to lead our global user experience initiatives, drive operational excellence, and make a significant impact on our organization's productivity. The ideal candidate will possess strong stakeholder management skills, negotiation & influencing, and deep process design knowledge (ITIL and IT Service Management). The candidate will lead employee experience and vendor performance management capabilities in this role.

Key Responsibilities:

Global User Experience Leadership:

- Lead and execute the user experience agenda across the company, driving innovation and best practices to enhance user satisfaction and productivity.

- Collaborate with cross-functional teams to develop and implement user-centric strategies and solutions which facilitate execution of business initiatives.

Team Management:

- Direct and manage a team of 10 full-time employees (FTEs) located across the globe, providing guidance, mentorship, and support to drive team performance and development.

- Work closely with vendor teams to ensure seamless integration and collaboration in delivering user experience solutions.

Stakeholder Management:

- Cultivate strong relationships with internal and external stakeholders, including business teams, internal IT teams, and IT vendors, to understand user needs, gather continuous user feedback, and drive user experience initiatives across teams.

- Act as a trusted advisor to senior leadership, providing insights and recommendations to drive leading-edge user experience strategies.

Process Design and Optimization:

- Utilize deep process design knowledge to analyze, design, and optimize user experience processes and workflows, driving efficiency, scalability, and continuous improvement.

- Implement performance measurement frameworks to track and evaluate the effectiveness of user experience initiatives and drive data-driven decision-making.

Strategic Leadership and Vendor Performance Management:

- Lead strategic initiatives to optimize vendor performance and ensure alignment with user experience objectives.

- Develop and implement performance measurement frameworks to assess vendor performance and drive continuous improvement.

- Drive operational excellence and efficiency in SIAM processes to enhance service delivery and stakeholder satisfaction.

Requirements:

- Bachelor's degree in Computer Science, Information Technology, or related field. MBA preferred.

- Minimum of 7 years of experience in user experience management, with a focus on stakeholder management, process design, vendor management, and performance measurement.

- Proven track record of successfully managing teams and driving global user experience initiatives in a complex, fast-paced environment.

- Strong leadership, communication, and interpersonal skills, with the ability to influence and collaborate effectively with stakeholders at all levels of the organization.

- Experience managing annual budgets of sizeable scale (>$2 million).

Why Join Us:

- Being a part of world's largest plant-based food company who is leading the way in sustainability across the globe.

- Becoming a part of highly ambitious peer group who partner with global business teams and drive global initiatives from India centre.

- Opportunity to lead transformative global user experience initiatives across all facets of how business consumes technology in a global organization..

- Competitive salary and benefits package.

- Collaborative and inclusive work environment with opportunities for professional growth and development.