Manager; GBS Services

Employee Experience Manager (GBS Services) About the role

The IT&D Manager,GBSEmployee Experience is responsible for shaping and continuously improving how users discover, access and engage with GBS services and knowledge through digital channels.

This role owns the end‑to‑end experience of internal and external service portals, the GBS conversational experience via Rai and the experience of consuming GBS knowledge, ensuring information and services are easy to find, easy to understand and easy to use for employees, suppliers, partners and vendors.

• Own the end‑to‑end experience for internal and external GBS service portals, including overall portal design, structure and configuration
• Define and manage portal layout, navigation and design standards to enable simple, intuitive user journeys
• Own the GBS conversational experience via RAI, including conversational journeys and continuous optimisation
• Own the experience of consuming GBS knowledge, ensuring strong discoverability, clarity and effective self‑service
• Ensure portals, conversational interfaces and knowledge experiences deliver a consumer‑grade digital experience
• Define and manage experience KPIs covering engagement, ease of use, adoption and self‑service success
• Use experience insights to identify friction points and prioritise improvements
• Partner with service owners, knowledge teams and platform teams to ensure services and content are presented in a user‑centric way
• Establish and maintain experience standards and design patterns across digital channels
• Drive adoption of digital service channels through ongoing experience optimisation

• A strong people‑first mindset, with a genuine focus on how digital services make people feel, not just how they function
• Demonstrated ability to design empathetic, intuitive and human‑centred digital experiences that reduce friction and build trust
• Experience owning or shaping digital employee or consumer‑facing service experiences in a global environment
• Strong grounding in user‑centric design and design‑thinking approaches, applied pragmatically to services and self‑service journeys
• Experience delivering or optimising experiences on enterprise platforms, with Service Now portals, knowledge or conversational interfaces preferred
• Comfort using experience and engagement insights to understand behaviour, effort and adoption, and to drive meaningful improvement
• Strong stakeholder management skills, with the ability to advocate for the user while balancing business and platform constraints

People‑First Experience Leadership, User‑Centric Service & Knowledge Design, Digital Portal and Conversational Experience Ownership, Service Now‑Enabled Service Management, Stakeholder Influence, Experience‑Led Continuous Improvement.

We support our people through inclusion, employee resource groups, parental benefits, an Employee Assistance Program, life insurance for all employees globally, local market benefits, global share plans, short‑term incentives, and a pay‑for‑performance philosophy aligned with Reckitt's offerings.

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition;

colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.