138 684
20 326
Service Experience Manager page is loaded## Service Experience Managerlocations: Krakowtime type: Full timeposted on: Posted Todayjob requisition id: JR6146719## **Job Description**### At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere.### ### By joining Rolls-Royce, youll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.### **Job summary:**### As a Service Experience Manager, You will be responsible for defining and orchestrating the end-to-end experience strategy across Rolls-Royce GBS. This role ensures that every interaction, whether through ServiceNow, virtual agent, portal, mobile or in-person channels, delivers a consistent, intuitive, and value-driven experience.### As a core member of the Service Management leadership team, the Service Experience Manager partners with Product Owners, Automation, and CI/PEX teams to integrate service design thinking, AI-enabled insights, and digital adoption into every stage of the user journey. They champion a “human + machine” experience, leveraging GenAI and analytics to continuously improve satisfaction, usability, and service effectiveness.**What You will be doing:*** Define and execute the global Service Experience strategy for RR 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.**Position qualifications:*** 5+ years in Service Design, UX, or Customer Experience leadership within enterprise or GBS environments.* 5+ years leading design or experience teams in cross-functional or matrixed organisations.* Proven ability to lead large-scale service design programs and deliver measurable improvements in user experience.* Experience integrating service design with agile delivery, automation, and AI capabilities.* Skilled at translating analytics and feedback into design decisions.* Ability to articulate insights, empathy maps, and experience journeys to senior stakeholders.* Proven track record of delivering large-scale digital or service transformation programs.* Understanding of ServiceNow experience layers (portal, knowledge, chat, mobile) and their configuration principles.* 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.**What do we offer:*** Private healthcare and group life insurance* Annual bonus* myBenefit platform/subsidy for Multisport cards* Internet and electricity allowance for remote work* Increased funding for the Employee Capital Plans (PPK) program; Rolls-Royce Sp. z o.o. contributes 3% to this program* Additional vacation days based on length of service with the employer* Hybrid work model (2 days in the office / 3 days from home)* Flexible start time between 7:00 AM and 9:00 AM* Work in a modern office located in the Krakow centre – the Unity Tower (ul. Lubomirskiego 20)### *Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls-Royce into a high-performing, competitive, resilient and growing company. Join us, and it can be your future vision too.*### ### *Rolls-Royce are committed to being a respectful, inclusive, and non-discriminatory workplace where individuality is valued, diverse perspectives fuel innovation, and everyone can thrive.*### ### *Please note that all applicants will be subject to Poland right-to- work check as part of the recruitment process*## ## **Job Category**Service Management## **Posting Date**08 Jan 2026; 00:01
#J-18808-Ljbffr