Head of Employee Journey

Design the Moments That Matter

Our employee experience isnt defined by perks or posters its shaped by moments. First impressions. First weeks. Big wins. Tough feedback. Career leaps. Life changes. And eventually exits. These moments either build trust or erode it.

Were looking for a Head of Employee Journey to take ownership of those moments and design them with intention. Youll define the employee journey from end to end and build the infrastructure that delivers a consistently excellent experience; no matter the country manager or moment. This is not about vague culture initiatives. This is about making the systems support and communications behind every key moment work.

What Youll do:

The Employee Journey End to End
Codify what great looks like across each stage of the employee lifecycle: hiring onboarding growth transitions exits. Identify what matters most and where we fall short. Set clear standards and partner with HR managers and program leads to close the gaps.

Tier 1 HR Support (AskHR)
Run the global employee support function that handles high-volume low-judgment HR questions. Define the split between self-service automation and human support. Your bar: Fast kind right the first time.

Moments-Based Lifecycle Content
Design push-based social-style communications that show up in the flow of work (Teams email HRIS etc.) and guide employees through key lifecycle moments: onboarding promotions performance reviews leave offboarding and more. Drive action not just awareness.

Knowledge & Self-Service Design
Build and maintain a cross-platform knowledge base (Zendesk SharePoint Outlook Teams) that anticipates questions before theyre asked. Eliminate repeat issues and make support feel effortless.

Modern Intranet Ownership
Lead the transformation of our SharePoint intranet into something people want to use. Think dynamic navigation clean UX interactive elements not a digital junk drawer.

Automation & AI Roadmap
Drive the shift from reactive support to proactive help. Use chatbots generative AI Agents Microsoft CoPilot and triggered nudges to reduce manual load and improve experience at scale.

Cross-Functional Partnership & Escalation Clarity
Make sure every employee touchpoint has a clear owner tight process and no dropped balls. Define escalation paths and feedback loops between Tier 1 HRBPs COEs and Comms.

Experience Analytics & Insights
Use ticket trends feedback sentiment content engagement and journey mapping to identify friction and prioritize fixes. Turn whats broken into what we fixed.

Who you are:

• Deep understanding of the employee lifecycle and a track record improving it with systems content and process not just workshops and PowerPoints
• Experience running Tier 1 HR support or a high-volume help function with measurable impact
• Proven ability to design lifecycle-based communications that guide and nudge not just inform
• Familiarity with Zendesk SharePoint Microsoft Teams Outlook and Microsoft CoPilot
• Hands-on experience deploying automation AI tools and agents or chatbots to streamline support
• Strong process and product instincts you simplify codify and scale
• Strong editorial and UX eye clear friendly and human not corporate
• Experience working across functions and geographies to implement standards that stick

Core Requirements

• 10 years in HR operations shared services internal communications or employee experience
• 3 years leading Tier 1 or helpdesk support with measurable impact
• 2 years deploying AI automation or knowledge management tools
• Experience revamping intranets or building MVP digital products (SharePoint strongly preferred)
• Demonstrated ability to design lifecycle-based content or nudge-based campaigns
• Strong data and feedback interpretation skillsyou dont just listen you act
• Comfort working across HRBPs COEs IT Comms and People Tech

Why This Role Matters

Every employee decision to join stay grow or leave is shaped by the experience we deliver in key moments. This role ensures we dont leave that to chance. Youll build the systems comms and support model that turn those moments into trust clarity and forward momentum. When done right employees wont even notice the work youll just see the impact in engagement retention and performance.

Required Experience:

Director