Job Summary

Provide strategic ownership and governance of User Experience Operations, driving reduction of user‑driven incidents (UEO / User Error Occurred) and improving end‑user experience, adoption, and productivity across the digital workplace.
Primary Skill - Service Desk, Digital Workplace, and DEX models\\r\\nSecondary Skill - shift‑left, AI‑led support, Continual improvement

Key Responsibilities

Own the UEO strategy and operating model across Service Desk and Digital WorkplacernAct as final escalation authority for chronic UEO trends and experience gapsrnAnalyze UEO patterns, user behavior, journey pain points, and experience datarnDrive reduction of avoidable / user‑generated incidents through:rnKnowledge improvementsrnUX simplificationrnAutomation and self‑servicernTraining and OCM interventionsrnDefine and govern UEO standards, categorization rules, and reporting mechanismsrnOwn experience KPIs: UEO%, CSAT, FCR, repeat tickets, self‑service adoptionrnPartner with Service Desk, Knowledge, OCM, Training, Product, and Tooling teamsrnSponsor shift‑left, AI‑led support,



and DEX initiativesrnPresent experience insights, risks, and improvement roadmaps to leadershiprnMentor L1/L2 UEO teams and embed experience‑first thinking across operations

Skill Requirements

Solid understanding of Service Desk, Digital Workplace, and DEX modelsrnITIL 4 (Incident, Knowledge, Continual Improvement, Experience practices)rnUser behavior and experience analyticsrnExperience tooling (ServiceNow, DEX platforms, dashboards)rnAutomation, self‑service, and AI‑assisted support concepts

Must Have Skill

IT Service Management

Good to Have Skill

Other Requirements

Strategic and experience‑centric mindsetrnStrong stakeholder and executive communicationrnData‑driven decision makingrnChange and adoption leadershiprnCoaching and governance capabilityrnReduction in UEO / User Error Occurred ticketsrnImprovement in CSAT / DEX / Experience scoresrnIncrease in self‑service and knowledge usagernReduction in repeat and avoidable incidentsrnFCR improvementrnStakeholder satisfaction

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