About this role
Senior IT Service
Experience
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Specialist
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The role combines advanced analytical problem-solving, service experience measurement, and operational improvement. Working across IT services, and UX teams, the successful candidate will define and maintain the scoring methodology, validate data quality across multiple sources, identify experience drivers, explain score movements through evidence-based analysis, and translate findings into improvement actions that enhance employee experience.
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This is not a UX design role. It is a service experience measurement, analytics, and governance role focused on user sentiment. The role requires strong quantitative thinking, the ability to build and defend measurement methodologies, and the skill to turn complex service and experience data into clear recommendations for business and technology leaders.
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Your responsibilities
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Own the EUX Score framework, including methodology, pillar definitions, weighting models, normalization approaches, and data-source governance. Continuously evolve the framework to ensure it reflects genuine user and service experience.
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Govern the monthly score-production process, ensuring analytical accuracy, data integrity, transparency, and timely delivery.
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Validate and challenge data quality, assumptions, calculations, and methodology across all contributing data sources, ensuring the score remains accurate, credible, and explainable, partner with service owners and delivery teams to translate analytical findings into measurable service improvements and track outcomes
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Represent the EUX Score methodology, results, and improvement roadmap in governance forums, ensuring leaders understand both performance outcomes and the underlying drivers
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Act as the subject-matter expert for experience measurement, scoring methodology, and service experience insights across the digital workplace.
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Identify automation and process-improvement opportunities, build actionable plans (tasks, owners, timelines), and track them to closure.
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Your skills and experience
You Have:
- Bachelor’s or master’s degree with 10+ years of experience in IT service experience measurement, digital workplace services, operational insights, or related disciplines.
- Strong quantitative and analytical foundation, including experience with scoring methodologies, weighting models, normalization techniques, trend analysis, and statistical interpretation.
- Experience working with multiple operational and experience data sources and validating data quality, completeness, and consistency.
- Advanced dashboarding and visualization capabilities (Power BI strongly preferred), including the ability to design executive-facing reporting.
- Strong root-cause analysis skills with the ability to identify drivers behind metric movements and translate findings into actionable business recommendations.
- Experience presenting analytical findings and methodology to senior stakeholders