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. You Have: Bachelor’s or master’s degree with 10+ years of experience in IT service experience measurement, digital workplace services, operational insights, or related disciplines. Strong quantitative and analytical foundation, including experience with scoring methodologies, weighting models, normalization techniques, trend analysis, and statistical interpretation. Experience working with multiple operational and experience data sources and validating data quality, completeness, and consistency. Advanced dashboarding and visualization capabilities (Power BI strongly preferred), including the ability to design executive-facing reporting. Strong root-cause analysis skills with the ability to identify drivers behind metric movements and translate findings into actionable business recommendations. Experience presenting analytical findings and methodology to senior stakeholders, governance forums, and leadership teams. Demonstrated ownership of an enterprise metric, scorecard, index, service-health measure, experience score, or measurement framework from definition through reporting and improvement actions. Good to Have: Experience in End User Computing (EUC), Digital Workplace Services, Digital Employee Experience (DEX), Workplace Technology, or IT Service Management. Familiarity with experience-monitoring concepts including user sentiment, service quality, productivity impact, and digital employee experience measurement, experience defining or managing composite scores, indices, benchmarks, maturity models, or KPI frameworks. Understanding of IT service performance measures such as incident management, request fulfilment, service quality, availability, reliability, adoption, and user satisfaction metrics, experience working with managed service providers and driving service improvement through data-led recommendations.