As a Service Experience Manager, you will be responsible for defining and orchestrating the end-to-end experience strategy across Rolls-Royce GBS
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 delivers a consistent, intuitive, and value-driven experience, leveraging GenAI and analytics to continuously improve satisfaction, usability, and service effectiveness.
You will partner with Product Owners to ensure design and experience are embedded in all platform enhancements and facilitate design sprints to co-create solutions.
Matching Summary
As a Service Experience Manager, you will be responsible for defining and orchestrating the end-to-end experience strategy across Rolls-Royce GBS.
Skills & Requirements
Must-have
End-to-end experience strategy
Service design thinking integration
AI-enabled insights utilization
Digital adoption programs lead
ServiceNow experience layers understanding
Nice-to-have
Human + machine experience champion
Continuous improvement cycles integration
Design system and content standards maintenance
Cross-functional and matrixed organizations leadership
Key Requirements
5+ years in Service Design, UX, or Customer Experience leadership
5+ years leading design or experience teams
Proven ability to lead large-scale service design programs
Experience integrating service design with agile, automation, and AI
Skilled at translating analytics and feedback into design decisions