GPS Manager, Global User Experience (UX)

Key Responsibilities

Global UX Strategy & Experience Leadership

• Define and drive the global UX vision and strategy across HR Shared Services, aligned to enterprise-wide employee experience objectives.
• Serve as the UX design authority across all HR operational service lines (e.g., Onboarding, Talent Operations, Rewards, L&D, Helpdesk).
• Provide strategic input to senior leaders on how to evolve services to meet employee expectations in a hybrid, digital-first workplace.

Service Design & Journey Innovation

• Lead end-to-end service and experience design across all HR interaction channels (e.g., self-service, live support, chatbot, mobile, knowledge portals).
• Build and manage global persona libraries, journey maps, and experience blueprints; prioritize UX interventions based on impact and effort.
• Co-lead design sprints and cross-functional workshops with IT, GPOs, and Ops leaders to embed UX from ideation to implementation.

Experience Measurement & Insights

• Define and manage a global experience measurement framework, including CSAT, NPS, adoption, friction indicators, and sentiment analysis.
• Establish data-driven feedback loops with employees, HR stakeholders, and support teams to continuously refine the experience.

Strategic Partnership & Governance

• Act as the global UX representative in governance forums for HR tech rollouts, automation projects, and continuous improvement initiatives.
• Influence vendor strategy and user testing for major platforms (e.g., ServiceNow, SuccessFactors, etc.) to ensure best-in-class usability.
• Serve as an internal consultant and coach to functional HR teams and COEs to elevate design maturity across the enterprise.

Change Enablement & Advocacy

• Shape the narrative around HR service delivery by connecting employee insights to business impact.
• Develop engaging content and visual storytelling to socialize UX improvements and foster a culture of employee-centricity.
• Lead internal education efforts on experience design thinking and inclusive design principles.

Qualification & Requirements

Minimum Qualifications:

• 7+ years of progressive experience in HR Transformation, Service Design, or Digital HR Experience roles.
• Strong understanding of end-to-end HR processes and global Shared Services operations.
• Demonstrated success as a strategic advisor and experience owner in large-scale enterprise environments.
• Bachelor’s degree in Human-Centered Design, Business, Engineering, HR, or a related discipline (Master’s preferred).

Preferred Expertise:

• Deep working knowledge of HR tech ecosystems (e.g., ServiceNow, SuccessFactors) and omni-channel experience design.
• Strong skills in journey mapping, prototyping, usability testing, and design software (e.g., Miro, Figma, Adobe XD, Qualtrics).
• Experience influencing at the Director and VP level across matrixed, global organizations.
• Certification or training in Service Design, Human-Centered Design, or Design Thinking is a strong plus.

Key Capabilities:

• Strategic systems thinker with high attention to detail
• Exceptional communicator with strong storytelling and influencing skills
• Analytical mindset with the ability to connect insights to business outcomes
• Passionate advocate for employee experience, inclusion, and digital simplification

Benefits

• Medical
• Prescription
• Dental
• Vision
• Life and disability insurance
• Paid time off
• A 401(k) plan matching 75% of your first 6% of savings
• 26 weeks 100% paid parental leave for birth parent
• 16 weeks 100% paid parental leave for non-birth parent
• Comprehensive fertility support
• $15,000 annual tuition reimbursement
• Product and service discounts