Digital Workplace Experience Manager
This position is responsible for the strategic direction and delivery of service management solutions for the enterprise. With a keen focus on the user experience, this role will pair data and insights along with user feedback to enhance our user service management capabilities.
Position Compensation Range
$111,000.00 - $190,000.00
Pay Rate Type
Salary
Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.
Primary Accountabilities
Leverages data and insights, along with customer empathy and feedback to design workflow and solutions to improve the user experience for service delivery
Creates user journey maps to understand the customer experience end-to-end and pinpoints opportunities for improvement
Partners with other teams to quickly diagnose key issues and understand root cause to improve user experience
Builds strong relationships with key business leaders and stakeholders
Develops service definitions and maps existing systems and devices to those service levels.
Oversees the development of functional requirements; this includes the creation of charters and other project control documents.
Reviews schedules, approach, and implementation of technology requirements to manage technology lifecycles.
Creates a collaborative, performance-driven work environment by facilitating and fostering trust, transparency, and inclusion. Works with team members to set clear goals, provide feedback, perform performance assessments, and support on-going development.
Leads with influence and expertise. Actively contributes to division or department leadership team. Communicates and supports organization mission, vision, values, policies, and practices.
Specialized Knowledge & Skills Requirements
ITIL experience preferred
Demonstrated problem solving skills being able to pair customer empathy with data
Demonstrated effective leadership skills.
Demonstrated experience providing customer-driven solutions, support or service
In this flex office/home role, you will be expected to work a minimum of 10 days per month from one of the following office locations: Madison, WI 53783; Boston, MA 02110
Candidates must reside within a 50-mile radius of the office location (or 35-mile radius for Boston.
Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.
Travel Requirements
Up to 20%.
Physical Requirements
Work that primarily involves sitting/standing.
Working Conditions
Not Applicable.
Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.
We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!
We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.
We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
Apply Now
Position Compensation Range
$111,000.00 - $190,000.00
Pay Rate Type
Salary
Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.
Primary Accountabilities
Leverages data and insights, along with customer empathy and feedback to design workflow and solutions to improve the user experience for service delivery
Creates user journey maps to understand the customer experience end-to-end and pinpoints opportunities for improvement
Partners with other teams to quickly diagnose key issues and understand root cause to improve user experience
Builds strong relationships with key business leaders and stakeholders
Develops service definitions and maps existing systems and devices to those service levels.
Oversees the development of functional requirements; this includes the creation of charters and other project control documents.
Reviews schedules, approach, and implementation of technology requirements to manage technology lifecycles.
Creates a collaborative, performance-driven work environment by facilitating and fostering trust, transparency, and inclusion. Works with team members to set clear goals, provide feedback, perform performance assessments, and support on-going development.
Leads with influence and expertise. Actively contributes to division or department leadership team. Communicates and supports organization mission, vision, values, policies, and practices.
Specialized Knowledge & Skills Requirements
ITIL experience preferred
Demonstrated problem solving skills being able to pair customer empathy with data
Demonstrated effective leadership skills.
Demonstrated experience providing customer-driven solutions, support or service
In this flex office/home role, you will be expected to work a minimum of 10 days per month from one of the following office locations: Madison, WI 53783; Boston, MA 02110
Candidates must reside within a 50-mile radius of the office location (or 35-mile radius for Boston.
Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.
Travel Requirements
Up to 20%.
Physical Requirements
Work that primarily involves sitting/standing.
Working Conditions
Not Applicable.
Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.
We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!
We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.
We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
Apply Now