Service Experience Manager

Job Description

Service Experience Manager,

Fulltime /Hybrid

Cracow, Poland

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.
• English written and verbal proficiency is required for this role, as effective communication is essential.
• 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:

• Annual bonus based on financial results and employee performance evaluation.  
• Employer financed private healthcare at LuxMed for employees. Additional packages can be purchased.
• Group life insurance
• Subsidy for glasses/contact lenses worn for work, up to the amount of PLN 600 gross, every two years
• Subsidy for extra-curricular activities within the cafeteria system on the myBenefit platform/subsidy for Multisport cards, up to the amount of PLN 100 gross per month
• Internet and electricity allowance for remote work, in the amount of PLN 100 gross per month
• 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
• Hybrid work model (min. 2 days from office)
• Flexible start time between 7:00 AM and 9:00 AM
• Work in a modern office located in the Krakow center – the Unity Tower (ul. Lubomirskiego 20)

Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls-Royce into a high-performing, competitive, resilient and growing company. Join us, and it can be your future vision too.

Rolls-Royce are committed to being a respectful, inclusive, and non-discriminatory workplace where individuality is valued, diverse perspectives fuel innovation, and everyone can thrive.

Please note that all applicants will be subject to Poland right-to- work check as part of the recruitment process

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