SME - Verint Customer Engagement

Job Summary

USER EXPERIENCE & TRANSFORMATION MANAGER XLA | DEX | Automation | Experience-led Service Transformation Role purpose Own the end-to-end employee experience improvement agenda by converting experience signals, operational data and user feedback into measurable transformation, automation and service-quality outcomes. FUNCTION LEVEL WORK MODEL Digital Workplace / Experience Management Manager / Senior Manager Hybrid / As applicable Prepared as a role profile for experience-led automation and transformation initiatives User Experience & Transformation Manager - 2 1. Position Overview The User Experience & Transformation Manager will lead initiatives that improve how employees experience enterprise technology and support services. The role combines experience management, service transformation, DEX analytics, XLA governance, automation, and cross-functional delivery. The successful candidate will establish an evidence-based view of employee experience, identify priority friction points, shape a value-led improvement roadmap, and coordinate delivery across Service Desk, Digital Workplace, ITSM, infrastructure, application, automation, and business teams. Convert signals into insight. Convert insight into action. Convert action into measurable experience and quality improvement. 2. Key Accountabilities Experience Strategy and XLA Management • Define and maintain the employee experience strategy, operating model, governance cadence, and improvement roadmap. • Design experience measures that complement operational SLAs, including user effort, sentiment, productivity, adoption, reliability, and journey outcomes. • Baseline XLAs, establish targets with stakeholders, monitor performance, and drive corrective or improvement actions. • Create clear executive narratives linking experience performance to business outcomes and investment priorities. DEX Analytics and Proactive Experience Management • Use endpoint, application, collaboration, network, service-management, and sentiment data to identify experience degradation and recurring friction. • Own experience dashboards, insight packs, trend analysis, and prioritised recommendations. • Partner with technical teams to validate root causes, coordinate remediation, and confirm that user impact has been removed. • Build a closed-loop mechanism that moves recurring issues into the automation and continual-improvement backlog. Automation and Transformation Delivery • Create and manage a pipeline of automation, self-service, self-healing, AI-assisted support, and process-transformation opportunities. • Assess opportunities using user impact, feasibility, risk, cost, adoption potential, and measurable value. • Translate selected opportunities into defined use cases, business requirements, acceptance criteria, owners, milestones, and benefit measures. • Govern implementation with engineering and operations teams and track adoption, stability, realised benefits, and residual user pain points. User Experience & Transformation Manager - 3 2. Key Accountabilities (continued) User Journey and Service Design • Map priority employee journeys and identify moments of truth, hand-off failures, high-effort interactions, and avoidable delays. • Conduct stakeholder interviews, workshops, surveys, persona analysis, and experience validation to understand user needs. • Redesign journeys, processes, channels, and support interactions with measurable before-and-after outcomes. • Ensure improvements are inclusive, simple to adopt, supportable at scale, and aligned with enterprise controls. Service Quality and Continual Improvement • Improve service quality by analysing repeat incidents, rework, user complaints, knowledge gaps, ticket-routing issues, process defects, and automation failures. • Establish quality standards and review mechanisms for user-facing processes, knowledge, communications, digital channels, and automated resolutions. • Facilitate root-cause reviews and convert fi

Key Responsibilities

USER EXPERIENCE & TRANSFORMATION MANAGER XLA | DEX | Automation | Experience-led Service Transformation Role purpose Own the end-to-end employee experience improvement agenda by converting experience signals, operational data and user feedback into measurable transformation, automation and service-quality outcomes. FUNCTION LEVEL WORK MODEL Digital Workplace / Experience Management Manager / Senior Manager Hybrid / As applicable Prepared as a role profile for experience-led automation and transformation initiatives User Experience & Transformation Manager - 2 1. Position Overview The User Experience & Transformation Manager will lead initiatives that improve how employees experience enterprise technology and support services. The role combines experience management, service transformation, DEX analytics, XLA governance, automation, and cross-functional delivery. The successful candidate will establish an evidence-based view of employee experience, identify priority friction points, shape a value-led improvement roadmap, and coordinate delivery across Service Desk, Digital Workplace, ITSM, infrastructure, application, automation, and business teams. Convert signals into insight. Convert insight into action. Convert action into measurable experience and quality improvement. 2. Key Accountabilities Experience Strategy and XLA Management • Define and maintain the employee experience strategy, operating model, governance cadence, and improvement roadmap. • Design experience measures that complement operational SLAs, including user effort, sentiment, productivity, adoption, reliability, and journey outcomes. • Baseline XLAs, establish targets with stakeholders, monitor performance, and drive corrective or improvement actions. • Create clear executive narratives linking experience performance to business outcomes and investment priorities. DEX Analytics and Proactive Experience Management • Use endpoint, application, collaboration, network, service-management, and sentiment data to identify experience degradation and recurring friction. • Own experience dashboards, insight packs, trend analysis, and prioritised recommendations. • Partner with technical teams to validate root causes, coordinate remediation, and confirm that user impact has been removed. • Build a closed-loop mechanism that moves recurring issues into the automation and continual-improvement backlog. Automation and Transformation Delivery • Create and manage a pipeline of automation, self-service, self-healing, AI-assisted support, and process-transformation opportunities. • Assess opportunities using user impact, feasibility, risk, cost, adoption potential, and measurable value. • Translate selected opportunities into defined use cases, business requirements, acceptance criteria, owners, milestones, and benefit measures. • Govern implementation with engineering and operations teams and track adoption, stability, realised benefits, and residual user pain points. User Experience & Transformation Manager - 3 2. Key Accountabilities (continued) User Journey and Service Design • Map priority employee journeys and identify moments of truth, hand-off failures, high-effort interactions, and avoidable delays. • Conduct stakeholder interviews, workshops, surveys, persona analysis, and experience validation to understand user needs. • Redesign journeys, processes, channels, and support interactions with measurable before-and-after outcomes. • Ensure improvements are inclusive, simple to adopt, supportable at scale, and aligned with enterprise controls. Service Quality and Continual Improvement • Improve service quality by analysing repeat incidents, rework, user complaints, knowledge gaps, ticket-routing issues, process defects, and automation failures. • Establish quality standards and review mechanisms for user-facing processes, knowledge, communications, digital channels, and automated resolutions. • Facilitate root-cause reviews and convert fi

Skill Requirements

USER EXPERIENCE & TRANSFORMATION MANAGER XLA | DEX | Automation | Experience-led Service Transformation Role purpose Own the end-to-end employee experience improvement agenda by converting experience signals, operational data and user feedback into measurable transformation, automation and service-quality outcomes. FUNCTION LEVEL WORK MODEL Digital Workplace / Experience Management Manager / Senior Manager Hybrid / As applicable Prepared as a role profile for experience-led automation and transformation initiatives User Experience & Transformation Manager - 2 1. Position Overview The User Experience & Transformation Manager will lead initiatives that improve how employees experience enterprise technology and support services. The role combines experience management, service transformation, DEX analytics, XLA governance, automation, and cross-functional delivery. The successful candidate will establish an evidence-based view of employee experience, identify priority friction points, shape a value-led improvement roadmap, and coordinate delivery across Service Desk, Digital Workplace, ITSM, infrastructure, application, automation, and business teams. Convert signals into insight. Convert insight into action. Convert action into measurable experience and quality improvement. 2. Key Accountabilities Experience Strategy and XLA Management • Define and maintain the employee experience strategy, operating model, governance cadence, and improvement roadmap. • Design experience measures that complement operational SLAs, including user effort, sentiment, productivity, adoption, reliability, and journey outcomes. • Baseline XLAs, establish targets with stakeholders, monitor performance, and drive corrective or improvement actions. • Create clear executive narratives linking experience performance to business outcomes and investment priorities. DEX Analytics and Proactive Experience Management • Use endpoint, application, collaboration, network, service-management, and sentiment data to identify experience degradation and recurring friction. • Own experience dashboards, insight packs, trend analysis, and prioritised recommendations. • Partner with technical teams to validate root causes, coordinate remediation, and confirm that user impact has been removed. • Build a closed-loop mechanism that moves recurring issues into the automation and continual-improvement backlog. Automation and Transformation Delivery • Create and manage a pipeline of automation, self-service, self-healing, AI-assisted support, and process-transformation opportunities. • Assess opportunities using user impact, feasibility, risk, cost, adoption potential, and measurable value. • Translate selected opportunities into defined use cases, business requirements, acceptance criteria, owners, milestones, and benefit measures. • Govern implementation with engineering and operations teams and track adoption, stability, realised benefits, and residual user pain points. User Experience & Transformation Manager - 3 2. Key Accountabilities (continued) User Journey and Service Design • Map priority employee journeys and identify moments of truth, hand-off failures, high-effort interactions, and avoidable delays. • Conduct stakeholder interviews, workshops, surveys, persona analysis, and experience validation to understand user needs. • Redesign journeys, processes, channels, and support interactions with measurable before-and-after outcomes. • Ensure improvements are inclusive, simple to adopt, supportable at scale, and aligned with enterprise controls. Service Quality and Continual Improvement • Improve service quality by analysing repeat incidents, rework, user complaints, knowledge gaps, ticket-routing issues, process defects, and automation failures. • Establish quality standards and review mechanisms for user-facing processes, knowledge, communications, digital channels, and automated resolutions. • Facilitate root-cause reviews and convert fi

Other Requirements

USER EXPERIENCE & TRANSFORMATION MANAGER XLA | DEX | Automation | Experience-led Service Transformation Role purpose Own the end-to-end employee experience improvement agenda by converting experience signals, operational data and user feedback into measurable transformation, automation and service-quality outcomes. FUNCTION LEVEL WORK MODEL Digital Workplace / Experience Management Manager / Senior Manager Hybrid / As applicable Prepared as a role profile for experience-led automation and transformation initiatives User Experience & Transformation Manager - 2 1. Position Overview The User Experience & Transformation Manager will lead initiatives that improve how employees experience enterprise technology and support services. The role combines experience management, service transformation, DEX analytics, XLA governance, automation, and cross-functional delivery. The successful candidate will establish an evidence-based view of employee experience, identify priority friction points, shape a value-led improvement roadmap, and coordinate delivery across Service Desk, Digital Workplace, ITSM, infrastructure, application, automation, and business teams. Convert signals into insight. Convert insight into action. Convert action into measurable experience and quality improvement. 2. Key Accountabilities Experience Strategy and XLA Management • Define and maintain the employee experience strategy, operating model, governance cadence, and improvement roadmap. • Design experience measures that complement operational SLAs, including user effort, sentiment, productivity, adoption, reliability, and journey outcomes. • Baseline XLAs, establish targets with stakeholders, monitor performance, and drive corrective or improvement actions. • Create clear executive narratives linking experience performance to business outcomes and investment priorities. DEX Analytics and Proactive Experience Management • Use endpoint, application, collaboration, network, service-management, and sentiment data to identify experience degradation and recurring friction. • Own experience dashboards, insight packs, trend analysis, and prioritised recommendations. • Partner with technical teams to validate root causes, coordinate remediation, and confirm that user impact has been removed. • Build a closed-loop mechanism that moves recurring issues into the automation and continual-improvement backlog. Automation and Transformation Delivery • Create and manage a pipeline of automation, self-service, self-healing, AI-assisted support, and process-transformation opportunities. • Assess opportunities using user impact, feasibility, risk, cost, adoption potential, and measurable value. • Translate selected opportunities into defined use cases, business requirements, acceptance criteria, owners, milestones, and benefit measures. • Govern implementation with engineering and operations teams and track adoption, stability, realised benefits, and residual user pain points. User Experience & Transformation Manager - 3 2. Key Accountabilities (continued) User Journey and Service Design • Map priority employee journeys and identify moments of truth, hand-off failures, high-effort interactions, and avoidable delays. • Conduct stakeholder interviews, workshops, surveys, persona analysis, and experience validation to understand user needs. • Redesign journeys, processes, channels, and support interactions with measurable before-and-after outcomes. • Ensure improvements are inclusive, simple to adopt, supportable at scale, and aligned with enterprise controls. Service Quality and Continual Improvement • Improve service quality by analysing repeat incidents, rework, user complaints, knowledge gaps, ticket-routing issues, process defects, and automation failures. • Establish quality standards and review mechanisms for user-facing processes, knowledge, communications, digital channels, and automated resolutions. • Facilitate root-cause reviews and convert fi