Principal – Operational Excellence, AI Enablement

Responsibilities

• Facilitate co-design of the AI-enabled HR operating model across the employee lifecycle in partnership with HR functions, leaders, and subject matter experts.
• Lead structured design sessions to align on future-state workflows, service delivery models, decision rights, and role implications.
• Ensure operating model designs balance operational effectiveness, scalability, and a cohesive, human-centered employee experience.
• Translate enterprise strategy into practical workflow blueprints with clear governance and ownership structures.
• Design integrated employee journeys that connect processes, platforms, and touchpoints into a seamless lifecycle experience.
• Align AI-enabled workflows to reinforce and operationalize the company’s Employee Value Proposition, ensuring consistency across interactions.
• Reduce friction, handoff breakdowns, and system silos that create fragmented employee experiences.
• Define experience-focused KPIs, including effort score, perceived responsiveness, trust, adoption, and sentiment, alongside operational performance metrics.
• Partner with HR subject matter experts, HRIS, IT, and shared services teams to co-design end-to-end workflows integrating Workday, Service Now, Genesys Cloud, and related technologies.
• Define orchestration logic, automation triggers, AI intervention points, and escalation pathways.
• Ensure workflow designs are intuitive, transparent, compliant, and scalable across a global workforce.
• Align integration decisions with enterprise architecture standards and long-term technology strategy.
• Advise HR leaders on where AI augments human expertise, including personalization, insight generation, and decision support, and where automation reduces repetitive, low-value work.
• Evaluate use cases through both business impact and employee experience lenses.
• Apply structured frameworks to assess value, feasibility, readiness, and risk prior to scaling solutions.
• Embed responsible AI principles into workflow design and governance models.
• Develop impact models that quantify operational gains, including cycle time reduction, cost-to-serve improvement, and productivity shifts.
• Measure experience improvements aligned with EVP commitments and organizational culture.
• Present structured design options with clear trade-offs to enable informed, data-driven decision making.
• Ensure workflow redesign delivers measurable business outcomes and sustainable value realization.
• Act as a strategic design partner across HR Centers of Excellence, shared services, and business-facing teams to ensure alignment and coherence.
• Build strong partnerships with IT and HRIS to bridge business intent and technical feasibility.
• Establish guiding design principles that reinforce simplicity, integration, compliance, and EVP alignment.
• Surface system dependencies, sequencing risks, and organizational impacts early to support responsible implementation planning.

• 8 or more years of experience in HR operations, service delivery design, digital transformation, or enterprise workflow architecture.
• Demonstrated success redesigning end-to-end processes and operating models in technology-enabled environments.
• Deep experience working with enterprise platforms, including Workday and Service Now, and orchestration technologies such as Genesys Cloud or comparable solutions.
• Proven ability to design intelligent workflows integrating systems of record, case management platforms, and orchestration layers.
• Experience embedding automation and AI into operational processes to improve efficiency and employee experience.
• Strong consultative skills with a track record of facilitating cross-functional design decisions with HR leaders, subject matter experts, HRIS, and IT teams.
• Experience mapping and optimizing employee journeys, with measurable improvements in service quality and experience metrics.
• Ability to evaluate AI and automation use cases using structured frameworks addressing value, feasibility, risk, and organizational readiness.
• Strong analytical capability to model operational impact, including cycle time, cost-to-serve, capacity shifts, and experience outcomes.
• Bachelor’s degree required; advanced degree in Business, HR, Organizational Design, or related field preferred.