Global Head, Digital Workplace & Employee Technology Experience - Auburn Hills

Position: Global Head, End-User Digital Experience 

About the Role:

The Global Head, End-User Experience & Digital Support is a senior leadership role defined first and foremost by a deep, genuine commitment to the people it serves. This leader is the voice of the end user within the technology organization — an empathetic champion who ensures that every interaction with technology feels intuitive, human, and empowering. 

Responsible for the global end-user support organization and overall digital experience, this leader sets the standard for compassionate, high-quality service delivery across a complex, multi-site global environment. They own the end-to-end employee technology experience — spanning IT Service Management (ITSM), End User Computing (EUC), and Microsoft 365 productivity and collaboration platforms — with a relentless focus on user satisfaction, voice of the customer (VoC) feedback, and continuous experience improvement. 

A defining characteristic of this leader is their role as a mentor and role model to the student employees and early-career professionals who make up a significant portion of the end-user support team. This person leads with positivity, patience, and integrity — modeling the servant-leadership behaviors that shape both great technologists and great human beings. 

As a key partner to the CIO and business stakeholders, this leader bridges strategy and execution, ensuring technology investments directly enhance workforce productivity, operational agility, and — above all — the daily lived experience of every person they support. 

KEY RESPONSIBILITIES 

As a Global Head, End-User Digital Experience, you will be responsible to: 

End-User Experience & Voice of the Customer (Primary Focus) 

• Serve as the organization's primary advocate for the end-user — embedding voice of the customer (VoC) listening throughout every phase of service delivery and technology rollout. 

• Establish and own a formal End-User Experience (EUX) framework: define satisfaction metrics, build feedback loops, and translate user insights into actionable roadmap priorities. 

• Champion a "user-first" design philosophy across all technology decisions — ensuring that usability, accessibility, and simplicity are non-negotiable criteria alongside security and compliance. 

• Proactively identify friction points in the employee technology experience and drive rapid resolution, using both quantitative data and qualitative listening. 

• Report end-user experience trends and voice of the customer insights to the CIO and executive stakeholders, making the invisible experience visible through storytelling and data. 

• Partner with HR and business leaders to understand workforce personas, needs, and pain points — ensuring technology support is designed around how real people work, not just how systems are configured. 

Student & Team Leadership — Mentorship & Culture 

• Lead, inspire, and actively mentor a globally distributed support team that includes student employees and early-career professionals; model exemplary leadership behaviors including empathy, accountability, positivity, and a growth mindset. 

• Create a psychologically safe environment where student workers feel valued, develop professionally, and experience firsthand what outstanding customer service and technical excellence look like. 

• Design structured onboarding, coaching, and recognition programs specifically tailored to student support staff — investing in their development as future IT and business leaders. 

• Build a team culture centered on curiosity, kindness, continuous improvement, and pride in the quality of every user interaction. 

• Foster inclusion and diverse perspectives as a foundation for innovation and team effectiveness across all geographies and levels. 

IT Service Management (ITSM) 

• Own global ITSM strategy, governance, and operations, including incident, problem, change, and service request management aligned to ITIL v4 principles. 

• Drive the evolution from re