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,

📌 COE Lead (Bengaluru)
🏢 3i Infotech
📍 Bengaluru