# Experience Manager - Digital Employee Experience (XMO / IT Service Experience) > SSC HR Solutions · New Cairo City, Egypt (Hybrid) · — · Posted 2026-06-25 **Workplace:** hybrid **Department:** Operations ## Description ### Job Description The **Experience Manager** is a strategic leadership role within the **Experience Management Office (XMO)**, responsible for driving continuous improvement of the end-to-end employee digital experience. The role ensures that IT services are aligned with user expectations and business objectives through data-driven insights, user feedback, innovation, and service excellence initiatives. ### Key Responsibilities ### 1\. Experience Strategy & Governance - Define, implement, and continuously evolve the Experience Management strategy in alignment with organizational objectives and IT vision. - Establish and maintain experience management frameworks, governance models, and performance metrics. - Develop and monitor KPIs that measure service effectiveness, user satisfaction, and business value. - Lead the Experience Management Office (XMO) and ensure alignment with digital transformation, automation, and modernization initiatives. - Promote a culture of continuous improvement and user-centric service delivery across the organization. ### 2\. Insights & Continuous Improvement - Collaborate with UX specialists, researchers, and analysts to collect and interpret user feedback and experience insights. - Oversee the analysis of experience data generated through Digital Experience Monitoring (DEM) platforms such as Nexthink and Lakeside SysTrack. - Identify trends, recurring issues, pain points, and opportunities for service enhancement. - Define, prioritize, and govern a portfolio of experience improvement initiatives. - Balance short-term service enhancements with long-term strategic transformation programs. - Ensure measurable improvements are implemented based on user needs and business priorities. ### 3\. Client & Stakeholder Engagement - Serve as the primary point of contact between the Experience Management Office and key business stakeholders. - Build and maintain strong relationships with client representatives, including the Client Experience Owner. - Facilitate governance meetings, experience reviews, and stakeholder workshops. - Communicate progress, achievements, and recommendations to executive and operational stakeholders. - Present the business impact and ROI of operational improvements and transformation initiatives. - Drive stakeholder alignment on priorities, objectives, and expected outcomes. ### 4\. Service Design & Delivery - Ensure IT services are designed, enhanced, and delivered using user-centered design principles. - Define experience standards and ensure service delivery aligns with those standards. - Support the identification, scoping, and planning of operational and transformation projects. - Track initiative progress and ensure timely delivery against agreed milestones. - Collaborate with Service Management, Operations, UX, and Automation teams to improve service quality and experience outcomes. - Monitor and report on performance against experience objectives and business goals. ### 5\. Innovation & Adoption - Drive the adoption of new digital workplace technologies, services, and automation capabilities. - Lead innovation programs focused on enhancing employee experience and service effectiveness. - Identify opportunities to leverage emerging technologies and industry best practices. - Establish continuous feedback mechanisms to gather real-time user insights. - Ensure experience improvements are effectively adopted and sustained across the organization. - Support organizational change and user engagement activities related to new initiatives. ## Requirements ### Requirements ### Experience & Qualifications - Proven experience in Experience Management, Employee Experience, Digital Workplace, IT Service Management, or related leadership roles. - Demonstrated experience leading cross-functional teams and managing complex transformation initiatives. - Experience developing and executing experience management strategies and continuous improvement programs. - Strong background in stakeholder management and executive-level engagement. - Experience working within enterprise IT environments and digital workplace ecosystems. - Familiarity with Digital Experience Monitoring (DEM) tools such as Nexthink, Lakeside SysTrack, or similar platforms. - Experience managing service improvement portfolios and transformation roadmaps. - Bachelor's degree in Information Technology, Business Administration, User Experience, Service Management, or a related discipline. ### Technical & Professional Skills - Strong understanding of Experience Management frameworks and best practices. - Solid knowledge of User Experience (UX), Employee Experience (EX), and Service Design methodologies. - Strong analytical and problem-solving skills with the ability to translate data into actionable business insights. - Excellent understanding of IT Service Management (ITSM) principles and service lifecycle management. - Knowledge of Digital Workplace technologies and end-user computing environments. - Ability to define, measure, and improve experience-related KPIs and service metrics. - Strong project and program management capabilities. - Experience with continuous improvement methodologies and performance management practices. - Ability to prioritize initiatives based on business value, user impact, and strategic objectives. - Strong reporting, dashboard interpretation, and data storytelling capabilities. ### Leadership & Stakeholder Management - Proven ability to lead, mentor, and influence cross-functional teams. - Strong relationship-building and stakeholder engagement skills. - Ability to manage senior stakeholders and executive-level communications. - Experience facilitating workshops, governance meetings, and strategic planning sessions. - Strong negotiation, decision-making, and conflict-resolution capabilities. ### Communication & Language - Excellent verbal and written communication skills in English (**C2 Level**). - Strong presentation and executive reporting skills. - Ability to communicate complex concepts clearly to both technical and non-technical audiences. - Strong facilitation and business storytelling skills. ### Preferred Qualifications - Certifications in IT Service Management (ITIL), Experience Management, User Experience, Project Management, or Change Management. - Experience working within large-scale digital transformation programs. - Knowledge of automation, AI-driven workplace solutions, and employee experience platforms. - Exposure to customer/employee satisfaction measurement frameworks and Voice of Employee (VoE) programs. - Experience establishing governance frameworks, service standards, and experience maturity models. ## Apply [Apply at SSC HR Solutions](https://apply.workable.com/ssc-hr/j/91A46A70E0/apply) --- Powered by [Workable](https://www.workable.com)