Experience Management Office - Experience Delivery account Lead

Job Title:Experience Delivery Lead

Job summary

eXperience Management Office isseekingforaneXperience DeliveryLead(XDL)withstrong business relationshipmanagement,communication,andleadershipskillstodriveproactiveend-to-end experience delivery servicewithin an organization. This rolewillbe accountable for delivery of the XMO service to clients, working alongside ateam of Proactive and Automation Engineersensuringasmooth and continues outstanding end user experience. eXperience DeliveryLeadwill be responsiblefor building and implementingsuccessful use casesthereforeimprovements,tangiblesavings,and benefitsshowcasing real value to theXMO workbeing delivered. This role will require excellentcustomerrelationship skillsand business skillsknow the customer strategy to recommend the right initiatives from the XMOservice. eXperience Delivery Lead will holdExperience Level Reviewmeetings to discuss value of findings andconduct roadmap planningtoensure best use of DEX features and XLA implementation toenhance user experience.

Your key areas of responsibilities will be:

• Take full responsibility for the successful delivery of experience as a service, monitoring automation progress, identifying potential risks or issues, and developing actionable mitigation plans with clear ownership.

• Serve as the primary point of contact for the customer throughout the entire contract lifecycle, ensuring continuous engagement and communication.

• Lead the implementation and advancement of Experience Level Agreements (XLAs) to meet the expectations and outcomes desired by end users of the XMO service.

• Oversee Proactive and Automation Engineers in the efficient execution of use cases to achieve desired outcomes.

• Develop and advance experience-driven use cases and automation solutions that deliver measurable benefits to customers.

• Maintain XMO value use case trackers, ensuring the clear documentation and auditability of tangible benefits being achieved.

• Manage and track action items to ensure continuous progress and resolution of any challenges.

• Foster strong relationships with customers as well as internal and external teams, emphasizing collaboration to enhance the value of the XMO service across all service areas.

• Facilitate regular weekly technical bridges to drive collaboration, share insights, and evaluate the outcomes of use cases.

• Take ownership of preparing and delivering monthly Experience Level reports, highlighting key achievements, use case progress, and ensuring the delivery of tangible benefits to the client.

• Gain a deep understanding of the customer’s strategy and roadmap to ensure XMO initiatives align and maximize value.

We expect that you:

• Bachelor's degree in a relevant field (e.g., IT service delivery, client delivery, project management) or equivalent practical experience.

• At least 2 years of experience in ITService Management is required.ITIL v.4 Foundationcertificationis a plus.

• Understand concept between traditionalservicesSLAs andemerging XLAs.

• Proven experience as a Delivery lead or similar role,delivering acustomer service.

• Have a strong understanding ofautomationor softwaredevelopmentcycle.

• At least 2 years of experience in a customer-facing role, with excellent business relationship and communication skills.

• Able to communicate clearly with all team members and customers about the findings in non-technical language.

• Presentation skills, business writing skills

• Possessstrong leadership skills tomanageXMOProactive and Automation teamsand drivecross-functional teams.

• Experience inAgileor Problem Managementmethodologies.

• Strong reportingand visualization skillsusinge.gExcel,PowerBI.

• Driven, focused and proactive, with a can-do attitude.

• Energetic, positive,flexible,motivated,and motivating.

• Experience in Digitalor UserExperience Managementtoolsis a plus.

We expect that you:

• Bachelor's degree in a relevant field (e.g., IT service delivery, client delivery, project management) or equivalent practical experience.

• At least 2 years of experience in ITService Management is required.ITIL v.4 Foundationcertificationis a plus.

• Understand concept between traditionalservicesSLAs andemerging XLAs.

• Proven experience as a Delivery lead or similar role,delivering acustomer service.

• Have a strong understanding ofautomationor softwaredevelopmentcycle.

• At least 2 years of experience in a customer-facing role, with excellent business relationship and communication skills.

• Able to communicate clearly with all team members and customers about the findings in non-technical language.

• Presentation skills, business writing skills

• Possessstrong leadership skills tomanageXMOProactive and Automation teamsand drivecross-functional teams.

• Experience inAgileor Problem Managementmethodologies.

• Strong reportingand visualization skillsusinge.gExcel,PowerBI.

• Driven, focused and proactive, with a can-do attitude.

• Energetic, positive,flexible,motivated,and motivating.

• Experience in Digitalor UserExperience Managementtoolsis a plus.