Service Experience Manager (Global Process Owner)

Randstad Polska Sp. z o.o.

Data publikacji: 12.05.2026 Do końca oferty:

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If you have the expertise to define and orchestrate a global Service Experience strategy and you are eager to champion a “human + machine” journey leveraging GenAI and analytics within a world-class GBS environment - APPLY!

Service Experience Manager (Global Process Owner)

Nr ref.: 147/5/2026/PK/268542/karieramanagerapl Kraków (małopolskie)

What we offer

  • A key role in digital transformation within a strategic and rapidly growing Business Unit

  • Full ownership of defining and orchestrating the end-to-end experience strategy across new GBS

  • An efficient recruitment process, consisting of 1-2 stages directly with the Client

  • An employment contract directly with the Client, with a perspective for a long-term cooperation

  • Annual bonus (15%) based on performance

  • MyBenefit platform (including subsidies for Multisport cards)

  • Internet and electricity allowance for remote work

  • Increased employer contribution to the Employee Capital Plan (PPK) - up to 3%

  • Additional vacation days based on your length of service

  • Hybrid work model (typically 2 days in the office and 3 days from home)

  • Flexible start times between 7:00 AM and 9:00 AM

Your tasks

  • Define and execute the global Service Experience strategy for new GBS, ensuring alignment with business goals and the ServiceNow platform roadmap
  • Establish design principles, experience standards, and measurement frameworks (NPS, adoption metrics, XLAs)
  • Translate voice-of-employee and customer insights into service design priorities
  • Implement experience analytics across ServiceNow portal, chatbot and workflows to measure satisfaction, sentiment, friction and user effort
  • Integrate qualitative and quantitative feedback into continuous improvement cycles
  • Partner with the Service Performance Lead to align experience data with performance and value metrics
  • Lead adoption programs for newly deployed products, digital services and process re-designs
  • Collaborate with the Digital Adoption & Training Manager to deliver in-product guidance, enablement, and learning content
  • Oversee the Service Experience Design community including designers, content specialists, and researchers
  • Maintain a consistent design system, content standards, and brand alignment across all GBS solutions
  • Partner with the ServiceNow Product Owners to ensure design and experience are embedded in all platform enhancements
  • Facilitate design sprints and workshops to co-create solutions with business stakeholders and end users

What we expect

  • 5+ years in Service Design, UX, or Customer Experience leadership within GBS/Central services experience
  • 5+ years leading design or experience teams in cross-functional or matrixed organisations
  • Proven experience in acting as a Knowledge Manager with ServiceNow
  • Proven ability to lead large-scale service design programs and deliver measurable improvements in user experience
  • Ability to articulate insights, empathy maps, and experience journeys to senior stakeholders
  • Experience using analytics and sentiment tools (e.g., Qualtrics, ServiceNow Experience Analytics)
  • Exposure to AI-driven experience tools such as virtual agents, chatbots, or GenAI content design
  • ITIL v4, Agile, or Design Thinking certifications are desirable

Employment agency entry number 47

this job offer is intended for people over 18 years of age

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