Job Title: Digital Workplace Enablement Lead

Location Type: Remote Employment Type: Full-time

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Position Overview

You will provide strategic visionary and tactical leadership for a team focused on smoothly transitioning new IT products and services or changes to existing IT products or services into production in a global enterprise. You will ensure that both the support teams (Field Services, Help Desk) and other partners are prepared for changes being made to the technology experience. This is done by working collaboratively across our teams to gather information about changes, and ensure that it is packaged in a way that is easy to find and follow by support teams and users alike.

You will report to the Head of Global Digital Workplace Enablement. This position is Remote in the US.

Responsibilities

• Lead a team of analysts focused on digital workplace enablement, user experience, service transition, and data visualization.
• Set vision and goals for the team; manage performance, delegate, and foster high engagement.
• Oversee the service change review process, including early life support and weekly change approval meetings.
• Communicate user-affecting changes to end-users and support teams, including monthly forecasts.
• Promote communication between IT support teams and end-users; gather and represent user feedback.
• Lead end-user communication strategies in partnership with internal comms, using creative channels to lead awareness.
• Manage the global Change Champions program (~400 users) to test changes and provide feedback.
• Partner with Service Quality and Voice of the Customer teams to integrate feedback and lessons learned into measurable improvements.

Qualifications

• Bachelor's degree in IT, Computer Science, UX, or a related field.
• 5+ years of experience leading teams in IT service transition, end-user engagement, or digital workplace enablement.
• Experience with coaching, performance management, and developing teams.
• Experience presenting technical or change-related information to diverse audiences.
• Experience communicating across all company levels with all kinds of partners.
• Experience representing and advocating for end-user needs.
• Background working in global IT organizations and working with partners across departments.
• Familiarity with ITIL or similar service management frameworks.
• General knowledge of GenAI tools and end-user technologies.

Benefits and Perks

• Great compensation package and bonus plan.
• Core benefits including medical, dental, vision, and matching 401K.
• Flexible work environment: ability to work remote, hybrid, or in-office.
• Flexible time off including volunteer time off, vacation, sick, and 12 paid holidays.
• Explore all our exciting benefits here: https://yourexperianbenefits.com/cand-index.html#LI-Remote

Experian Culture

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people-first approach is award-winning.