Service Experience Manager

Rolls-Royce Motor Cars

Krakow, Poland
2d onsite
Service experience strategy
Service design thinking
User journey orchestration
Define and execute the global Service Experience strategy for RR GBS, ensuring alignment with business goals and the ServiceNow platform roadmap

Job Summary

  • Define and execute the global Service Experience strategy for RR GBS, ensuring alignment with business goals and the ServiceNow platform roadmap.
  • Implement experience analytics across ServiceNow portal, chatbot and workflows to measure satisfaction, sentiment, friction and user effort.
  • Hybrid work model (2 days in the office / 3 days from home) and flexible start time between 7:00 AM and 9:00 AM.

Matching Summary

Define and execute the global Service Experience strategy for RR GBS, ensuring alignment with business goals and the ServiceNow platform roadmap.

Skills & Requirements

Must-have

  • Service Experience Strategy
  • Service Design Thinking
  • User Journey Orchestration
  • ServiceNow Experience Layers
  • Analytics and Sentiment Tools

Nice-to-have

  • High-performance culture
  • Individuality is our greatest strength
  • Force for progress
  • Human + machine experience

Key Requirements

  • 5+ years in Service Design, UX, or Customer Experience leadership
  • 5+ years leading design or experience teams
  • Experience integrating service design with agile, automation, and AI
  • Understanding of ServiceNow experience layers
  • Experience using analytics and sentiment tools
  • Exposure to AI-driven experience tools
  • ITIL v4, Agile, or Design Thinking certifications desirable

Work Rights

Poland right-to-work check required

Tailored Resume

Cover Letter