Why join Rolls-Royce?
At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere.
By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.
Job summary:
As a Service Experience Manager, You will be responsible for defining and orchestrating the end-to-end experience strategy across Rolls-Royce GBS. This role ensures that every interaction, whether through ServiceNow, virtual agent, portal, mobile or in-person channels, delivers a consistent, intuitive, and value-driven experience.
As a core member of the Service Management leadership team, the Service Experience Manager partners with Product Owners, Automation, and CI/PEX teams to integrate service design thinking, AI-enabled insights, and digital adoption into every stage of the user journey. They champion a “human + machine” experience, leveraging GenAI and analytics to continuously improve satisfaction, usability, and service effectiveness.
What You will be doing:
- Define and execute the global Service Experience strategy for RR 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.
Position qualifications:
- 5+ years in Service Design, UX, or Customer Experience leadership within enterprise or GBS environments.
- 5+ years leading design or experience teams in cross-functional or matrixed organisations.
- Proven ability to lead large-scale service design programs and deliver measurable improvements in user experience.
- Experience integrating service design with agile delivery, automation, and AI capabilities.
- Skilled at translating analytics and feedback into design decisions.
- Ability to articulate insights, empathy maps, and experience journeys to senior stakeholders.
- Proven track record of delivering large-scale digital or service transformation programs.
- Understanding of ServiceNow experience layers (portal, knowledge, chat, mobile) and their configuration principles.
- 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.
What do we offer:
- Private healthcare and group life insurance
- Annual bonus
- myBenefit platform/subsidy for Multisport cards
- Internet and electricity allowance for remote work
- Increased funding for the Employee Capital Plans (PPK) program; Rolls-Royce Sp. z o.o. contributes 3% to this program
- Additional vacation days based on length of service with the employer
- Hybrid work model (2 days in the office / 3 days from home)
- Flexible start time between 7:00 AM and 9:00 AM
- Work in a modern office located in the Krakow centre – the Unity Tower (ul. Lubomirskiego 20)
