Digital Workplace & End User Experience Manager

Location – Krakow

Why is this job for you:

Digital Workplace & End User Experience Manager will be a part of the Infrastructure, Security & Services Organisation, reporting directly into the Head of Service Management & Performance.

The role will be mainly responsible for the vision, strategy, and operational excellence of the digital tools and services provided to our DS Smith global workforce to ensure that every employee, whether in a corporate office, a manufacturing site, or a home office has a seamless, productive, and secure digital experience.

You’ll partner with IT and other business organizations and leaders to shape digital workplace services and drive adoption, satisfaction and operational excellence - from the device in users’ hands to the platforms they rely on.

You will:

Define and execute the global digital workplace and end-user experience strategy aligned with business goals and digital transformation initiatives

Use analytics and user feedback (surveys, telemetry, UX testing, etc.) to measure end user experience, identify pain points, prioritize improvements and support hardware refresh planning

Ensure that security and compliance are embedded in digital workplace solutions and processes

Oversee the transition to Modern Management (Microsoft Intune, Autopilot, etc.) to enable "Zero-Touch" deployment globally

Represent business and employee needs in product selection, roadmap decisions and enterprise architecture discussions

Standardize the digital experience across diverse geographic regions while respecting local legal and linguistic requirements

Partner with HR and Communications to ensure digital tools support employee engagement

Lead design and continuous improvement of user journeys, onboarding, device provisioning, support flows, mobile device management and self-service portals to maximize productivity and satisfaction

Drive adoption and change management for new digital workplace tools and practices

Manage the digital workplace service model: SLA/KPI definition, vendor relationships and cost optimization

Develop training, communication and champions programs

Plan and build the employee digital experience roadmap

You have:

Experience with managing Digital Employee Experience (DEX) platforms, collaboration platforms (Microsoft 365), endpoint management (Intune, SCCM), VDI/DaaS and service management tools

Strong understanding of ITIL, incident/problem/change management, SLA/KPI governance and ITSM best practices

Demonstrated experience running change/adoption programs, training, and UX testing for enterprise tools

Experience in defining UX strategy, operating model, governance framework, maturity roadmap, and organizational priorities

Proven experience in managing vendor relationships

Proven experience operating in a multinational environment

Understanding of regulatory and compliance frameworks

Fluency in English