Deputy Manager - EU Experience Product

Key Responsibilities

• Define and maintain the EUS experience vision, product roadmap and prioritized backlog aligned with business objectives.


• Own key employee technology journeys, including onboarding, device provisioning, collaboration, productivity, support, refresh and offboarding.


• Gather user feedback and analyze CSAT, NPS, adoption, usage, incident and service data to identify improvement opportunities.


• Translate user and business requirements into product requirements, user stories, acceptance criteria and release plans.


• Coordinate cross-functional delivery with EUS operations, ServiceNow, infrastructure, applications, architecture, cybersecurity and business teams.


• Drive experience improvements across endpoint devices, Microsoft 365, collaboration, virtual workspace, self-service and support channels.


• Promote automation, AI-assisted support, knowledge management and proactive service improvement to reduce user effort and recurring issues.


• Manage the product lifecycle, including introduction, adoption, enhancement, standardization, rationalization and retirement.


• Ensure operational readiness through support models, communications, training, monitoring, knowledge articles and escalation processes.


• Manage stakeholder and vendor expectations, track risks and dependencies, and provide concise roadmap and outcome updates.


• Ensure compliance with enterprise architecture, cybersecurity, data privacy, accessibility, ITSM, asset and audit requirements.


• Track product value, adoption, employee experience, service reliability, cost optimization and benefits realization.
  
   

Key Deliverables

• EUS experience strategy and rolling product roadmap.


• Prioritized backlog with clear requirements and expected outcomes.


• Employee journey improvement and adoption plans.


• Product performance dashboard and governance updates.


• Lifecycle, standardization and optimization recommendations.

Bachelor's degree in Technology, Engineering, Computer Science, Business, Design or a related discipline.

2-5 years in enterprise IT, digital workplace, EUS, product management, service management or employee experience.

Experience in product strategy, roadmap planning, backlog prioritization, agile delivery, release management and value realization.

Knowledge of endpoint devices and management, Microsoft 365, collaboration platforms, virtual workspace, self-service and enterprise support.

Experience working with cross-functional teams, vendors, governance forums, security controls and business stakeholders.