Senior IT Service Experience Specialist

The role combines advanced analytical problem-solving, service experience measurement, and operational improvement. Working across IT services, and UX teams, the successful candidate will define and maintain the scoring methodology, validate data quality across multiple sources, identify experience drivers, explain score movements through evidence-based analysis, and translate findings into improvement actions that enhance employee experience.

This is not a UX design role. It is a service experience measurement, analytics, and governance role focused on user sentiment. The role requires strong quantitative thinking, the ability to build and defend measurement methodologies, and the skill to turn complex service and experience data into clear recommendations for business and technology leaders.