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 offerA 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
- Define and execute the global Service Experience strategy for new 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
- 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
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