Global Head of Digital Workplace

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Location:

Saginaw, MI, US

Division: US-Corporate (COR)

Position: Global Head, End-User Digital Experience

About the Role:

The Global Head, End-User Experience & Digital Support is a senior leadership role defined first and foremost by a deep, genuine commitment to the people it serves. This leader is the voice of the end user within the technology organization — an empathetic champion who ensures that every interaction with technology feels intuitive, human, and empowering.

Responsible for the global end-user support organization and overall digital experience, this leader sets the standard for compassionate, high-quality service delivery across a complex, multi-site global environment. They own the end-to-end employee technology experience — spanning IT Service Management (ITSM), End User Computing (EUC), and Microsoft 365 productivity and collaboration platforms — with a relentless focus on user satisfaction, voice of the customer (VoC) feedback, and continuous experience improvement.

A defining characteristic of this leader is their role as a mentor and role model to the student employees and early-career professionals who make upa significant portionof the end-user support team. This person leads with positivity, patience, and integrity — modeling the servant-leadership behaviors that shape both great technologists and great human beings.

As a key partner to the CIO and business stakeholders, this leader bridges strategy and execution, ensuring technology investments directly enhance workforce productivity, operational agility,and — above all — thedaily lived experience of every person they support.

KEY RESPONSIBILITIES

As aGlobal Head, End-User Digital Experience, you will be responsible to:

End-User Experience & Voice of the Customer (Primary Focus)

Serve as the organization's primary advocate for the end-user — embedding voice of the customer (VoC) listening throughout every phase of service delivery and technology rollout.

Establish and own a formal End-User Experience (EUX) framework: define satisfaction metrics, build feedback loops, and translate user insights into actionable roadmap priorities.

Champion a "user-first" design philosophy across all technology decisions — ensuring that usability, accessibility, and simplicity are non-negotiable criteria alongside security and compliance.

Proactivelyidentifyfriction points in theemployeetechnology experience and drive rapid resolution, using both quantitative data and qualitative listening.

Report end-user experience trends and voice of the customer insights to the CIO and executive stakeholders, making the invisible experience visible through storytelling and data.

Partner with HR and business leaders to understand workforce personas, needs, and pain points — ensuring technology support is designed around how real people work, not just how systems are configured.

Lead, inspire, and actively mentor a globally distributed support team that includes student employees and early-career professionals; model exemplary leadership behaviors including empathy, accountability, positivity, and a growth mindset.

Create a psychologically safe environment where student workers feel valued, develop professionally, and experience firsthand what outstanding customer service and technical excellence look like.

Design structured onboarding, coaching, and recognition programs specifically tailored to student support staff — investing in their development as future IT and business leaders.

Build a team culture centered on curiosity, kindness, continuous improvement, and pride in the quality of every user interaction.

Foster inclusion and diverse perspectives as a foundation for innovation and team effectiveness across all geographies and levels.

IT Service Management (ITSM)

Own global ITSM strategy, governance, and operations, including incident, problem, change, and service request management aligned to ITIL v4 principles.

Drive the evolution from reactive helpdesk to proactive,experience-led service delivery —leveragingAI-assisted automation, intelligent…