Manager II Regional IT (Global User Experience Lead )

Step into a career with ASM, where cutting edge technology meets collaborative culture. ​

For over 55 years ASM has been ahead of what’s next, at the forefront of innovation and what’s technologically possible. With more than 4,500 ASMers representing 70 nationalities, our people and our advanced semiconductor devices are playing a crucial role in trends such as 5G, cloud computing, AI, and autonomous driving.  But we’re more than just a tech company. We value diversity, inclusion and sustainability as we strive to make a positive impact on the world.  Our development programs help support your growth, shaping your future and pushing the boundaries of innovation to unleash potential.  

Job Summary 

The Global User Experience Lead is accountable for defining and driving the global user experience strategy across enterprise IT services and digital workplace platforms. This role operates at an enterprise level, leading experience driven transformation initiatives that measurably improve employee productivity, satisfaction, and trust in IT services. 

The role partners closely with senior stakeholders across IT, Shared Services and Business Units to ensure a consistent, high-quality user experience globally while enabling scalable and sustainable service models. 

Key Responsibilities 

User Experience & Digital Experience Strategy 

• Define and own the global User Experience (UX) and Digital Experience Management strategy across IT services and workplace technologies. 

• Establish global experience principles, standards, and service design guidelines. 

• Translate strategy into actionable roadmaps, operating models, and governance frameworks. 

Experience Led Service Transformation 

• Lead enterprise-wide transformation of IT support and workplace services toward experience driven and concierge style models. 

• Design and standardize end-to-end user journeys across onboarding, support, productivity, and lifecycle events. 

• Ensure consistent experience delivery across regions while allowing for local optimization. 

Stakeholder Partnership & Influence 

• Act as a trusted advisor to senior and executive stakeholders on user experience priorities and investments. 

• Partner with GIT, Shared Services and Business Units to embed experience led thinking into enterprise initiatives. 

• Influence funding, prioritization, and service decisions through data driven insights. 

Measurement, Insights & Continuous Improvement 

• Define and govern experience measurement frameworks (e.g. Customer Effort Score, satisfaction metrics, sentiment analytics). 

• Use quantitative and qualitative insights to identify friction points and prioritize improvements. 

• Ensure initiatives deliver measurable improvements in user satisfaction, productivity, and service perception. 

Governance & Standards 

• Establish and maintain global UX and service experience governance. 

• Ensure alignment across Service Desk, Site IT, End User Computing, IAM, and Digital Workplace teams. 

• Drive scalability, automation, and reuse of experience patterns and solutions. 

Leadership & Capability Development 

• Provide functional leadership and direction to UX, service design, and experience practitioners globally. 

• Coach and mentor senior contributors and emerging leaders. 

• Promote a culture of customer empathy, accountability, and continuous improvement. 

Key Deliverables 

• Global User Experience and Digital Experience strategy 

• Standardized experience journeys and service blueprints 

• Experience measurement and governance framework 

• Demonstrated improvement in Customer Effort Score and user satisfaction 

• Successful execution of enterprise scale experience transformation initiatives 

Required Qualifications & Experience 

Education 

• Bachelor’s degree in information technology, Human-centered Design, Business, or related field (or equivalent experience) 

Experience 

• 15+ years of progressive experience in IT, Digital Workplace, User Experience, or End User Services  

• 8+ years in senior leadership roles leading enterprise scale or global initiatives 

• Extensive experience leading global, enterprise scale user experience or digital workplace initiatives 

• Strong background in IT Service Management, Digital Workplace, or End User Services 

• Proven ability to influence senior and executive stakeholders 

• Experience driving organizational change and service transformation across regions 

• Experience operating in a complex, global, multicultural environment 

Skills & Competencies 

• Strategic thinking and enterprise level problem solving 

• Strong stakeholder management and communication skills 

• Data driven decision making and analytical capability 

• Service design and experience led transformation expertise 

• Leadership, coaching, and change management skills 

Leadership Expectations 

• Own and define enterprise level strategy rather than local execution 

• Influence decisions at senior leadership and executive levels 

• Drive breakthrough improvements that redefine user experience standards 

• Deliver measurable business and employee experience outcomes 

• Build trust and credibility across the organization through consistent results 

Success Measures 

• Improvement in global user experience metrics (e.g. CES, satisfaction) 

• Consistency of experience across regions and services 

• Adoption and sustainability of experience led service models 

• Positive stakeholder and leadership feedback