Service Experience Manager

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, you'll 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.

• 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.

• 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.