Global Head, Digital Workplace & Technology - Saginaw

Global Head, Digital Workplace & Employee Technology Experience - Saginaw

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 up a significant portion of 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 — the daily lived experience of every person they support.

Key Responsibilities

• 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 usability, accessibility, and simplicity are non‑negotiable criteria alongside security and compliance.
  • Proactively identify friction points in the employee technology experience and drive rapid resolution, using both quantitative data and qualitative listening.
  • Report end‑user experience trends and VoC 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 — leveraging AI‑assisted automation, intelligent self‑service, and anticipatory support to reduce user effort.
  • Establish KPIs and dashboards (SLA compliance, MTTR, CSAT, first‑contact…