Rolls-Royce
ServiceExperienceManager
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“Service Experience Manager at Rolls-Royce. Skills: Service Experience Strategy, Service Design, User Experience, Analytics. Define and execute global Service Experience strategy. Establish design principles, experience standards, and measurement frameworks”
What You'll Achieve.
Deliver a consistent, intuitive, and value-driven experience; Continuously improve satisfaction, usability, and service effectiveness; Deliver measurable improvements in user experience
Industry & Context.
Translating analytics and feedback into design decisions
Poland right-to-work check
What They're Looking For.
Must Have
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, English written and verbal proficiency is required for this role, as effective communication is essential, 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
Nice to Have
ITIL v4, Agile, or Design Thinking certifications are desirable
What You'll Do.
Define and execute global Service Experience strategy
Establish design principles
and measurement frameworks
Translate insights into service design priorities
Implement experience analytics across ServiceNow
Integrate feedback into continuous improvement cycles
Lead adoption programs for new products
Oversee Service Experience Design community
Maintain consistent design system and content standards
Partner with ServiceNow Product Owners
Facilitate design sprints and workshops
How You'll Work.
Team & Collaboration
Partner with Product Owners, Automation, and CI/PEX teams; Partner with the Service Performance Lead; Collaborate with the Digital Adoption & Training Manager; Partner with the ServiceNow Product Owners; Co-create solutions with business stakeholders and end users
Communication Scope
English written and verbal proficiency; Effective communication
Process & Methodology
Lead large-scale service design programs, Deliver measurable improvements in user experience, Deliver large-scale digital or service transformation programs
Full Job Description
## **Job Description** **Service Experience Manager,** **Fulltime /Hybrid** **Cracow, Poland** **Why join Rolls-Royce?** ### 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. ### **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, whether through ServiceNow, virtual agent, portal, mobile or in-person channels, delivers a consistent, intuitive, and value-driven experience. ### As a core member of the Service Management leadership team, the Service Experience Manager partners with Product Owners, Automation, and CI/PEX teams to integrate service design thinking, AI-enabled insights, and digital adoption into every stage of the user journey. They champion a “human + machine” experience, leveraging GenAI and analytics to continuously improve satisfaction, usability, and service effectiveness. **What You will be doing:** * 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. * Part
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