VP, Digital Workplace Operations, North America - 100% US REMOTE

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been name in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been name in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

Job Description

We are seeking a VP, Digital Workplace Operations– North America to provide thought leadership and subject matter expertise in End User Support encompassing all IT functions that touch an end-user for our North America region. This position is responsible for leading the teams that provide day-to-day support of end users and their use of digital workplace technologies. This role will ensure the overall service delivery is exceptional as measured by objective KPIs and dashboards.

In this key role, your experience and understanding of the art of possible in the areas of Collaboration, Audio/Video, Desktop Engineering, End User Support, IT ServiceDesk, and Service Management is greatly valued. In this role, you will partner with architects, project teams, support organizations, and suppliers to improve the employee experience in a work from anywhere environment for our North America region. This position is responsible for organizational readiness, budget and headcount optimization, employee service levels (NPR), standardization, and EUS teams operational excellence to industry best practices.

Main Responsibilities

●               Develop a vision for an ideal employee experience working model and drive a strategy to achieve that vision

●               Partner with the Global Digital Workplace Enterprise Leader and other peers on roadmap planning for all aspects of Employee Experience

●               Oversee the project delivery and develop execution standards for effective and timely IT service delivery globally

●               Define, monitor, report, and optimize customer satisfaction & SLAs for all service offerings

●               Responsible for strong communication strategy to end users to keep the company well informed on all end user services and equipment proactively

●               Ensure all audit required artifacts are gathered and submitted in a timely manner

●               Develop and maintain policies/procedures for customer complaints/requirements to an area of designated product responsibility to ensure the highest customer satisfaction level achievable

●               Manage all planning and execution of end-user initiatives by ensuring resources are allocated properly & deadlines are met

●               Enhance and maintain enterprise-wide customer support metrics; communicates with senior management to report on operational metrics and other key performance indicators

●               Manage staff to accomplish results through effective recruitment, selection, training, development, performance management, and recognition

●               Formalize functional business requirements into service requirements, including business-side ownership of the required change management process to successfully deliver solutions and services

●               Analyze patterns in business activity cycles and user personas to understand, anticipate, and influence user demands

●               Measure, monitor, and maintain the team’s ability to meet or exceed Service Level Objectives

●               Identify critical system issues and engage cross-functional teams and external vendors for timely incident resolution and problem management for recurring issues

●               Perform periodic assessment of the environment and take proactive steps to mature the technology, process, and associated services delivery

●               Leverage existing, emerging, and innovative technologies to enhance the user experience, mitigate security risks and improve/streamline technology services processes

●               Fosters strong internal and external networks and works with and across multiple teams to achieve business objectives.

●               Proven track record improving Employee Experience for Fortune 500 companies

●               Demonstrated experience in delivering technology solutions for endpoints covering the full end-to-end lifecycle across Large Enterpr