Director, Workplace Experience

Director, Workplace Experience

How you will make history here… 

The Director, Workplace Experience is responsible for owning and advancing the enterprise Digital Employee Experience (DEX), ensuring employees can effectively engage with collaboration, productivity, and support services through intuitive, reliable, and well-designed experiences. This role ensures workplace services, experience platforms, and support functions operate together to deliver consistent and high-quality employee experiences across corporate offices, manufacturing sites, warehouses, and remote environments. 
 
Reporting to the VP, Technology Infrastructure, this role provides senior leadership across experience-focused teams and is accountable for experience strategy, service quality, adoption, and continuous improvement delivered by those teams. The role partners closely with platform, infrastructure, security, and corporate communications teams to ensure technology capabilities translate into positive employee outcomes.  

What you will do… 

Key Responsibilities:

•  Define and own the enterprise Digital Employee Experience (DEX) strategy aligned to employee productivity and business outcomes. 

• Own end-to-end employee journeys across collaboration, productivity, and support experiences, ensuring consistency and usability across touchpoints. 

• Provide leadership and accountability for Enterprise Support & Solutions, Experience Platforms, Service Desk, and Portfolio & Digital Skilling teams. 

• Ensure strong service management practices are applied across employee-facing services, including incident, problem, change, and knowledge management. 

• Own experience-layer platforms such as employee portals and intranet, ensuring usability, navigation, content structure, and discoverability. 

• Drive improvements to employee-facing request flows and self-service user experiences. 

• Own the executive technology experience, including meeting quality, responsiveness, and white-glove support. 

• Provide accountability for Service Desk and site support experience outcomes, including responsiveness, consistency, and service quality. 

• Collaborate with Corporate Communications to align IT experience strategy with enterprise communication and engagement initiatives. 

• Ensure communications, portals, and service messaging reinforce corporate change and adoption strategies. 

• Partner with Adaptive Platforms and Digital Infrastructure leaders to ensure platforms and infrastructure changes support positive experiences. 

• Define and track experience metrics such as satisfaction, adoption, support effectiveness, and friction points. 

• Use data and employee feedback to prioritize continuous experience and service improvements. 

• Ensure workplace services align with enterprise standards, security, privacy, and compliance requirements. 

• Communicate workplace experience strategy, performance, and improvement priorities to senior leadership. 

Who you will work with… 

• Reporting to the VP, Technology Infrastructure
• Managing 3 Direct Reports, total team of 18.

What you bring to the table… (Must Have) 

Required Qualifications:

• 10+ years of experience leading Digital Employee Experience (DEX), workplace technology, or employee-facing IT services at scale. 

• Demonstrated experience with Service Desk management and oversight, including service quality, escalation models, and continuous improvement. 

• Experience overseeing site support or on-site IT support services, including governance of MSP-delivered resources. 

• Strong understanding of IT service management (ITSM) practices applied to employee-facing services. 

• Experience collaborating with Corporate Communications, change management, or employee communications teams. 

• Proven ability to lead multiple teams and influence outcomes across platform and infrastructure organizations. 

• Strong executive communication and stakeholder engagement skills. 

Key Skills:

• Digital Employee Experience (DEX) leadership 

• Employee journey and service design 

• Service Desk and site support oversight 

• Executive and white-glove experience management 

• Portal, intranet, and self-service UX 

• Change, adoption, and communications alignment 

It would be great if you have… (Nice to Have) 

Preferred Qualifications:

• Experience operating Service Desk and site support services in large, distributed, or manufacturing-inclusive environments. 

• Familiarity with Digital Employee Experience (DEX) metrics and experience measurement approaches. 

• Experience driving self-service, automation, and support optimization initiatives. 

• Experience leading enterprise technology adoption and change management efforts.