Job Summary

Provide strategic ownership and governance of User Experience Operations, driving reduction of userdriven incidents (UEO / User Error Occurred) and improving enduser experience, adoption, and productivity across the digital workplace.
Primary Skill - Service Desk, Digital Workplace, and DEX models
Secondary Skill - shiftleft, AIled support, Continual improvement

Key Responsibilities

- Own the UEO strategy and operating model across Service Desk and Digital Workplace
- Act as final escalation authority for chronic UEO trends and experience gaps
- Analyze UEO patterns, user behavior, journey pain points, and experience data
- Drive reduction of avoidable / usergenerated incidents through:
- Knowledge improvements
- UX simplification
- Automation and selfservice
- Training and OCM interventions

- Define and govern UEO standards, categorization rules, and reporting mechanisms
- Own experience KPIs: UEO%, CSAT, FCR, repeat tickets, selfservice adoption
- Partner with Service Desk, Knowledge, OCM, Training, Product, and Tooling teams
- Sponsor shiftleft, AIled support, and DEX initiatives




- Present experience insights, risks, and improvement roadmaps to leadership
- Mentor L1/L2 UEO teams and embed experiencefirst thinking across operations

Skill Requirements

- Strong understanding of Service Desk, Digital Workplace, and DEX models
- ITIL 4 (Incident, Knowledge, Continual Improvement, Experience practices)
- User behavior and experience analytics
- Experience tooling (ServiceNow, DEX platforms, dashboards)
- Automation, selfservice, and AIassisted support concepts

Other Requirements

- Strategic and experiencecentric mindset
- Solid stakeholder and executive communication
- Datadriven decision making
- Change and adoption leadership
- Coaching and governance capability
- Reduction in UEO / User Error Occurred tickets
- Improvement in CSAT / DEX / Experience scores
- Increase in selfservice and knowledge usage
- Reduction in repeat and avoidable incidents
- FCR improvement
- Stakeholder satisfaction

📌 Track Manager - ServiceNow, IT Service Management (India)
🏢 HCL Technologies
📍 India