Role summary

The Digital End?User Experience CoE Head leads the Center of Excellence focused on improving and managing end?user experience across workplace services (devices, apps, collaboration, connectivity, support) for multiple customers. This role owns the experience?centric portfolio and offerings, builds skills and capacity, drives GTM and pre?sales, manages experience tool/partner ecosystems, and provides senior leadership for transformation and red?account recovery in the end?user domain.

Key responsibilities

1. CoE strategy, portfolio, and operating model

- Define and maintain the Digital End?User Experience CoE charter and roadmap, aligned with IS CoE themes: capacity/capability building, GTM offerings, pre?sales, partner management, executing transformation, framework models, delivery excellence, EN opportunities, and red account support.
- Own the experience services portfolio (e.g., digital workplace, endpoint management, service desk experience, DEX/EUX tooling, self?service, persona?based services, experience analytics) and ensure it stays competitive and profitable in the service provider market.

2. Capacity and capability building

- Build skills and capacity in end?user experience areas: endpoint/EUC, collaboration platforms, service desk, DEX/EUX tools, experience analytics, persona design, and journey mapping.
- Design and run training, certification, labs, and communities of practice to upskill engineers, service desk teams, and workplace architects on user?centric design and experience?driven operations.

3. GTM offerings and sales/pre?sales support

- Create market?ready GTM offeringsfor:
- experience?driven digital workplace (persona?based device/app bundles),
- service desk/field support optimised for experience,
- DEX/EUX analytics and proactive experience management,
- experience baselining and improvement programmes.

- Support sales and pre?sales in strategic deals by designing end?user experience solutions,



building business cases (CSAT, productivity, ticket reduction), and participating in customer presentations, RFP/RFI responses, and demos.

4. Frameworks, models, and delivery excellence

- Develop standard frameworks and modelsfor measuring and improving end?user experience:
- persona models and service catalogues,
- experience KPIs (e.g., DEX scores, CSAT, FCR, device/app health),
- continuous improvement cycles tied to analytics.

- Define delivery standards and playbooks for digital workplace rollouts, service desk transitions, and DEX tool deployments; govern adherence via reviews and coaching to ensure delivery excellence.

5. Executing transformation and EN opportunities

- Provide architecture and advisory leadership for customer programmes that transform end?user experience (e.g., Windows/macOS refresh, device strategy, collaboration migrations, service desk transformation, DEX tooling rollouts).
- Identify and drive EN (expansion/recent) opportunities within existing accounts by proposing experience?centric initiatives that improve satisfaction and productivity (e.g., proactive remediation, self?service portals, experience scorecards).

6. Red account and escalation support

- Act as experience lead and escalation point for “red” accounts where poor end?user experience (high ticket volume, low CSAT, slow resolution) is driving dissatisfaction.
- Lead experience recovery programmes: baseline current experience, redesign end?user journeys, adjust support processes and tooling, and track improvement until accounts return to “green”.

7.



Partner ecosystem and tooling

- Manage relationships with DEX/EUX and workplace tool vendors (e.g., endpoint analytics, monitoring, self?healing platforms, collaboration suites), and align joint offerings with CoE charter.
- Ensure integration of experience tooling with service desk, endpoint management, observability/AIOps CoEs to provide a seamless experience view.

8. Governance, metrics, and evangelisation

- Define and track CoE KPIs: DEX/EUX scores, CSAT, ticket volume and first?contact resolution trends, device/app health metrics, adoption of GTM offerings, certification levels, and red?account recovery.
- Evangelise the end?user experience agenda internally and externally via case studies, whitepapers, webinars, and customer advisory boards, positioning the provider as a leader in digital workplace experience.

Required skills and experience

- Experience
- Typically 10–15+ years in end?user computing, digital workplace or IT service management roles, with 5+ years in leadership/architecture focused on user experience and workplace services.
- Proven experience in a service provider/MSP context, designing and delivering end?user/worplace solutions for multiple customers

- Technical and domain competencies

- Solid understanding of EUC technologies (Windows/macOS devices, mobile, VDI, endpoint management, collaboration tools, identity/access, service desk operations).
- Familiarity with DEX/EUX tools and metrics, and how they integrate with ITSM, monitoring and AIOps platforms.

- Commercial and leadership skills

- Strong presales and solutioning capability: linking experience improvements to business outcomes (productivity, CSAT, reduced tickets/cost per ticket).
- Excellent stakeholder management across customers, sales, delivery, and partners; ability to lead multidisciplinary teams and influence senior leadership.

📌 COE Lead - Digital WOrkplace (Delhi)
🏢 3i Infotech
📍 Delhi