Head of Employee Experience

Job Description:
The Head of IT Employee Experience will report directly to the Chief Information Officer (CIO) and enable the IT employee experience. This new position will serve as a trusted advisor to other technology leaders and business executives and play an instrumental role in enabling the IT productivity and workday of the 10,000+ employee workforce. This role has a full charter for IT employee experience including enterprise applications, digital solutions, mobility, real-time collaboration, network, data centers, the IT Help Desk, and VIP support.
The main focus will be on creating a work environment that enables employees to have the IT tools they need to be most effective in their roles. We are looking for someone to take accountability for materially improving employee sentiment on our company’s processes and tools as measured by surveys and ticketing KPIs. The perfect candidate for this role has held a similar position for a Fortune 100 and has experience leading a large organization and overseeing the employee experience.

The Head of IT Employee Experience should have skills that include:

• Domain Expertise: Enables a successful IT experience including everything from onboarding to support to collaboration tools to enterprise applications.
• User Experience: Strong UI/UX oversight and design thinking skills; considers the employee experience above everything else.
• Business Partnership: Serves as a trusted advisor to leaders within business functions and with IT leadership team peers. Partners with senior business leaders to support their employee’s IT needs.
• Strategic mindset with the ability to execute: Defines and delivers against strategy, implements automation, improves user experience, and drives for operational efficiencies to obtain measurable business value. Supports strategies to invest in cloud-first business architecture. Continuously invests in innovation to incubate new opportunities and reduce costs to serve through careful consideration of technology investments.
• IT as a Business Value Driver: Supports the ongoing development, coordination, and execution of the integrated IT strategy including labor, investment choices, organizational priorities, and scorecards and dashboards as well as ensures governance.
• Delivers on Technology Strategy: Sees Information Technology as a competitive advantage and understands the value drivers of the business and ensures IT solutions are scalable/provide efficiencies. Delivers scalable and flexible solutions to meet unanticipated business demands. Continuously invests in innovation to incubate new opportunities requested by business partners in support of the Strategic Technology Council investment and make value-based decisions through careful consideration of technology investments and their associated business benefits.
• Manage Complexity and Drive for Standardization: Synthesizes customer needs and challenges presented by multiple competing capabilities. Makes sound and timely decisions based on corporate needs while enforcing technology standards.
• Leadership: Proven ability to build, develop, and lead teams and rally the organization around the vision.

Essential Duties and Job Functions:

• Manage enterprise applications including Microsoft and Zoom, enable strong partnerships, and ensure quarterly reviews and active vendor governance
• Develop collaboration tools strategy in conjunction with business and technical teams
• Understand the varying personas of the employees and contractors and ensure productive IT user experiences tailored or each
• Ensure pulse surveying and stakeholder feedback mechanisms and take accountability for materially improving employee sentiment on our company’s processes and tools
• Ensure stability and performance of company network and data centers, and assist in the transition to Cloud
• Actively monitor KPIs to ensure that new employees and contractors are productive on day 1 and enterprise tools are achieving results for employees
• Drive hyper-automation of support requests to reduce the resolution turnaround time, improve self-service, and increase efficiencies
• Mature the Company’s Mac program to enable every employee a choice of Mac or PC
• Oversee laptop fleet and ensure proper maintenance and support
• Reduce IT Help Desk ticket volume through proactive work to decrease user issues and improve user training and related IT knowledge
• Develop, implement, and monitor SLAs and metrics, and holds the team accountable to high-quality standards and customer satisfaction. High attention to detail and strong analytical skills
• Serve as the primary point of contact during major issues and outages acting as a conduit between Business and leadership team providing information as well as leading the team to a swift resolution
• Deliver on portfolio investments and ensure business value/outcomes are realized based on prioritized business needs
• Manage and lead the international team through thoughtful performance management and individualized career development plans based on individual needs and corporate strategy
• Ensure necessary business processes are documented and business ownership is available for projects and ongoing compliance activities
• Manage cost center and innovation investments and drive for “cost to serve” efficiencies
• Enable advanced digital capabilities
• May occasionally report progress and program activities to the Leadership Team and the Board

Education:

• Bachelor’s or Master’s degree in computer science, business administration or related field, or equivalent work experience

Experience:

• 20 or more years in IT and business/industry
• A minimum of 8-10 years of leadership responsibilities
• Experience managing delivery via shared services centers is preferred
• Experience in business/industry (beyond IT), managing cross-functional teams or projects, and influencing senior-level management and key stakeholders

Knowledge and Skills:

• Pharma experience preferred
• Knowledge and skills in relevant software and tools including Hyperion, Workday, and Model N for gross-to-net, as well as collaboration with Public Affairs on intranet and extranet technologies
• Strong leadership capability, executing as appropriate in the areas of responsibility
• Expertise in budget planning, financial management, and workforce management
• Broad knowledge of current and emerging technologies, technology directions, and strategic application to business needs including the ability to differentiate between a relevant trend and hype
• Ability to improve operational efficiency, service delivery, and information management across the IT organization
• Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others