COE Lead Digital WOrkplace

Role summary

The Digital EndUser Experience CoE Head leads the Center of Excellence focused on improving and managing enduser experience across workplace services (devices apps collaboration connectivity support) for multiple customers. This role owns the experiencecentric portfolio and offerings builds skills and capacity drives GTM and presales manages experience tool/partner ecosystems and provides senior leadership for transformation and redaccount recovery in the enduser domain.

Key responsibilities

1. CoE strategy portfolio and operating model

• Define and maintain the Digital EndUser Experience CoE charter and roadmap aligned with IS CoE themes: capacity/capability building GTM offerings presales partner management executing transformation framework models delivery excellence EN opportunities and red account support.
• Own the experience services portfolio (e.g. digital workplace endpoint management service desk experience DEX/EUX tooling selfservice personabased services experience analytics) and ensure it stays competitive and profitable in the service provider market.

2. Capacity and capability building

• Build skills and capacity in enduser experience areas: endpoint/EUC collaboration platforms service desk DEX/EUX tools experience analytics persona design and journey mapping.
• Design and run training certification labs and communities of practice to upskill engineers service desk teams and workplace architects on usercentric design and experiencedriven operations.

3. GTM offerings and sales/presales support

• Create marketready GTM offeringsfor:
  • experiencedriven digital workplace (personabased device/app bundles)
  • service desk/field support optimised for experience
  • DEX/EUX analytics and proactive experience management
  • experience baselining and improvement programmes.
• Support sales and presales in strategic deals by designing enduser experience solutions building business cases (CSAT productivity ticket reduction) and participating in customer presentations RFP/RFI responses and demos.

4. Frameworks models and delivery excellence

• Develop standard frameworks and modelsfor measuring and improving enduser experience:
  • persona models and service catalogues
  • experience KPIs (e.g. DEX scores CSAT FCR device/app health)
  • continuous improvement cycles tied to analytics.
• Define delivery standards and playbooks for digital workplace rollouts service desk transitions and DEX tool deployments; govern adherence via reviews and coaching to ensure delivery excellence.

5. Executing transformation and EN opportunities

• Provide architecture and advisory leadership for customer programmes that transform enduser experience (e.g. Windows/macOS refresh device strategy collaboration migrations service desk transformation DEX tooling rollouts).
• Identify and drive EN (expansion/new) opportunities within existing accounts by proposing experiencecentric initiatives that improve satisfaction and productivity (e.g. proactive remediation selfservice portals experience scorecards).

6. Red account and escalation support

• Act as experience lead and escalation point for red accounts where poor enduser experience (high ticket volume low CSAT slow resolution) is driving dissatisfaction.
• Lead experience recovery programmes: baseline current experience redesign enduser journeys adjust support processes and tooling and track improvement until accounts return to green.

7. Partner ecosystem and tooling

• Manage relationships with DEX/EUX and workplace tool vendors (e.g. endpoint analytics monitoring selfhealing platforms collaboration suites) and align joint offerings with CoE charter.
• Ensure integration of experience tooling with service desk endpoint management observability/AIOps CoEs to provide a seamless experience view.

8. Governance metrics and evangelisation

• Define and track CoE KPIs: DEX/EUX scores CSAT ticket volume and firstcontact resolution trends device/app health metrics adoption of GTM offerings certification levels and redaccount recovery.
• Evangelise the enduser experience agenda internally and externally via case studies whitepapers webinars and customer advisory boards positioning the provider as a leader in digital workplace experience.

Required skills and experience

• Experience
  • Typically 1015 years in enduser computing digital workplace or IT service management roles with 5 years in leadership/architecture focused on user experience and workplace services.
  • Proven experience in a service provider/MSP context designing and delivering enduser/worplace solutions for multiple customers
• Technical and domain competencies
  • Solid understanding of EUC technologies (Windows/macOS devices mobile VDI endpoint management collaboration tools identity/access service desk operations).
  • Familiarity with DEX/EUX tools and metrics and how they integrate with ITSM monitoring and AIOps platforms.
• Commercial and leadership skills
  • Strong presales and solutioning capability: linking experience improvements to business outcomes (productivity CSAT reduced tickets/cost per ticket).
  • Excellent stakeholder management across customers sales delivery and partners; ability to lead multidisciplinary teams and influence senior leadership.

Required Experience:

Exec