Global Head, Digital Workplace & Employee Technology Experience Saginaw

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 agilityand 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 organizations 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.

Student & Team Leadership Mentorship & Culture

• 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 proactiveexperience-led service delivery leveragingAI-assisted automation intelligent self-service and anticipatory support to reduce user effort.

• Establish KPIs and dashboards (SLA compliance MTTR CSAT first-contact resolution user effort scores) that keep the team accountabletomeaningful user outcomes not just ticket counts.

• Run regular voice of the customer review cycles ensuring feedback from support interactions directlyinformsservice improvements and training priorities.

• Champion continuous improvement programs across all support tiers globally with clear ownership metrics and recognition for progress.

Microsoft 365 Ecosystem & Commercial Licensing

• Serve as the executive product owner and internal subject matter authority for the full Microsoft 365 suite Teams SharePoint OneDrive Viva Intune Entra ID Defender for Endpoint Copilot for M365 and Power Platform with deep hands-on expertise in how each product shapes the day-to-day employee experience.

• Lead Microsoft licensing strategy with commercialexpertise: manage Enterprise Agreementsoptimizelicense allocation against actual usage advise on SKU selection and ensure cost-effective compliance across the organization.

• Drive M365 Copilot and AI-powered productivity initiatives ensuring adoption strategies are grounded in genuine user need and supported by robust enablement training and feedback loops.

• Govern Microsoft 365 platform adoption change management and governance ensuring policies protect the organization while never creating unnecessary friction for users.

• Maintain current expert-level knowledge of Microsoft roadmap and commercial licensing changes;adviseleadership on strategic implications and opportunities.

• Partner with IT security to enforce data governance information protection and compliance policies within the M365 ecosystem in a user-friendly way.

End User Computing (EUC)

• Lead global EUC strategy encompassing device lifecycle management modern provisioning (Autopilot/Zero-Touch) always evaluating decisions through the lens of user experience voice-of-the-customerfor the EUCimageensuringimageis user-friendlyin coordination with the cyber teamwhoowns the image.

• Oversee hardware refresh programs and vendor partnershipsoptimizingTCO while continuously improving the physical and digital quality of the employee workspace.

• Collaborate with cybersecurity teams to enforce zero-trust endpoint security in ways that are transparent and minimally disruptive to end usersand ensurestandardization of device management through Microsoft Intune/Endpoint Manager ensuring compliance and securityrepresentingthe employee computing experience.

Strategy Vendor & Stakeholder Management

• Define and execute a multi-year roadmap for the global digital workplace and end-user support function aligned to enterprise strategy and informed by user experience data.

• Manage strategic relationships with Microsoft and key EUC/ITSM vendors negotiating contracts and holding partners accountable to user experience outcomes not just uptime SLAs.

• Present strategyVoCinsights program progress and investment proposals to the CIO and executive leadership in compelling business-outcome-oriented narratives.

• Anticipate emerging workplace technologies and build investment cases grounded indemonstrateduserneed.

Emerging Digital Experience Trends & External Innovation

This leader is expected to be an active observer and translator of the broader digital experience landscape not just within enterprise IT but across the full spectrum of consumer technology and workplace innovation. They bring the outside world in continuously scanning for trends that can be adapted to raise the bar for Nexteers employees and student support staff.

• Monitor and evaluate emerging AI-assisted work paradigms including agentic vibe working environments where employees co-create automate and orchestrate tasks alongside AI companions and assess their applicability to Nexteers workforce and manufacturing contextin partnership with the Nexteer AI and EnterpriseArchitecture Leader.

• Evaluate and pilot voice-first interaction models including conversational AI interfaces voice-activated support (e.g. Microsoft Copilot Voice Teams voice channels intelligent IVR/virtual agents) that enable hands-free natural language access to IT support and productivity tools particularly relevant for plant-floor and operational environments.

• Stay current on the latest device and hardware innovations including AI PCs (Copilot PCs with on-device NPUs) thin and ultra-light form factors smart displays rugged industrial devices AR/MR headsets (Microsoft HoloLens Meta Quest for enterprise) and next-generation peripherals and develop a forward-looking hardware strategy that matches device capabilities to employee personas.

• Track the evolution of ambient and spatial computing experiences including immersive collaboration spaces digital whiteboards and mixed-reality workflows andidentifyearly-adoption opportunities that could meaningfully improve engineering design or operational collaboration at Nexteer.

• Monitor consumer and enterprise UX trends including hyper-personalized interfaces proactive AI nudges zero-UI interactions and emotion-aware computing and translate relevant patterns into practical improvements for internal support portals self-service tools and the overall Nexteer employee digital experience.

• Build a structured external intelligence practice: maintain an active network of industry peers attend leading digital experience and workplace technology conferences (e.g. Microsoft Ignite Gartner DEX Summit Enterprise Connect) and deliver a regular Whats Next briefing to the CIO and senior leadership team on emerging trends and Nexteers preparedness.

• Partner with thestudentsupport workforce as a built-in innovation lens: create a formal Student Innovation Panel that surfaces emerging technology behaviors and preferences from the next generation of workers informing Nexteers digital experience roadmap with insights that older enterprise frameworks often miss.

QUALIFICATIONS

• Masters degree required

Experience

• 10 years of progressive IT experience withpreferred5 years managing global end-user support digital workplace EUC or ITSM functions.

• Demonstratedtrack recordof building and scaling customer/user experience programs includingVoCframeworks satisfaction measurement and experience-driven service improvement.

• Proven success mentoring early-career professionals and student employees; experience creating structured development programs for junior team members strongly preferred.

• Demonstrated success leading large-scale Microsoft 365 deployments transformations or Copilot/AI productivity programs.

• Deep experience with Microsoft commercial licensing: Enterprise Agreement management SKU optimization license compliance and cost governance.

• Experience in a global manufacturing industrial or automotive environmentstronglypreferred.

• Proventrack recordmanaging multi-million-dollar budgets vendor contracts and geographically distributed teams across multiple time zones and cultures.

Preferred Certifications

• Microsoft Certified: Modern Desktop Administrator Associate or Microsoft 365 Certified: Enterprise Administrator Expert.

• Microsoft Certified: Teams Administrator Associate oradditionalM365 workload certifications.

• ITIL v4 Foundation certificationrequired; ITIL v4 Managing Professional or Strategic Leader designation.

• Additional Microsoft certifications in Security Compliance or Identity (e.g. SC-300 SC-400) are a plus.

Technical Expertise

• Expert-level knowledge of the Microsoft 365 ecosystem: Teams SharePoint OneDrive Viva Intune Entra ID Defender for Endpoint Copilot for M365 and Power Platform with ability to advise on user experience adoption governance and licensing for each.

• Microsoft commercial licensingexpertise: Enterprise Agreement structure product SKUs license assignment optimization compliance auditing and renewal strategy.

• Strong grounding in ITSM platforms (ServiceNow Jira Service Management or equivalent) and ITIL v4 service delivery practices.

• Proficiencyin modern endpoint management (Windows Autopilot SCCM/Intune) VDI/DaaS and zero-trust endpoint security.

• Working knowledge of emerging digital experience categories: AI-native vibe working tools and agentic AI workflows (e.g. Microsoft Copilot agents GitHub Copilot for non-developers autonomous task runners); voice-first interfaces and conversational AI support channels;next generation devicesand next-generation collaboration hardware including smart cameras spatial audio systems and mixed-reality devices.

• Demonstrated habit of continuous external learning: active participation in industry communities conferences or peer networks (e.g. Microsoft MVP community HDIitSMF Gartner peer forums); ability to translate consumer and enterprise technology trends into practical context-appropriate innovations for a global manufacturing organization.

Leadership Competencies

• Deeply empathetic leader who genuinely cares about the experience of every person they serve from the frontline student support agent to the executive end user.

• Natural mentor and rolemodel;brings out the best in early-career professionals through positivity encouragement andhigh standards.

• Strategic thinker who can translate end-user insights into executable roadmaps and measurable outcomes.

• Strong executive communication and stakeholder influenceskills;can make the business case for user experience investments to C-suite audiences.

• Bias for action and continuous improvement; equally comfortable in strategic planning and rolling up their sleeves.

• Change agent with experience driving organization-wide adoption ofnew technologiesin human-centered low-friction ways.

• Culturally aware and globally minded; able to lead with consistency and sensitivity across diverse geographies.

This position is not eligible for employer-sponsored work authorization. Do not apply for this role if you will need immigration sponsorship now or in the future. This includes direct company sponsorship entry of Nexteer as the immigration employer of record on a government form and any work authorization requiring a written submission or other immigration support from the company (e.g. H1-B OPT STEM OPT CPT TN J-1 etc.)

Nexteer is an Equal Opportunity Employer Disabled/Minorities/Veterans/Women

Nexteer is an E-Verify employer. E-Verify is an internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employees to electronically verify the employment eligibility of their newly hired employees in the United States.

Accessibility for Applicants with Disabilities:If you need a reasonable accommodation for the online application process due to a disability please email Please provide your contact information and details about the posted position of interest. Only inquiries regarding assistance for those who need an accommodation with the online application process due to a disability will be returned.

About Nexteer

Nexteer Automotive is a global leader in advanced steering and motion control systems enabling intuitive safe and comfortable mobility for drivers around the world. Our innovative product portfolio includes Electric Power Steering (EPS) Steer-by-Wire Driveline and Advanced Driver Assistance Systems (ADAS) technologies that support electrification software-defined vehicles and autonomous driving.

With approximately 13000 employees and operations in more than 20 manufacturing plants and multiple technical centers globally Nexteer partners with nearly every major global and regional automotive manufacturer.

Employment Agencies

Employment agencies are an important component of our talent acquisition strategy and we value the partnerships we have built with our preferred vendors. We will not accept unsolicited resumes from employment agencies for any employment opportunity. All resumes submitted by search firms to any employee at Nexteer Automotive or directly to hiring managers in any form without a signed Nexteer Automotive Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature and no fee will be paid in the event the candidate is hired as a result of the referral or through other means. Additionally any resume submitted without a contract in place will be considered Nexteer Automotive property and no fees will be paid to the agency if the candidate is hired.

Please note agency agreements will only be valid if in writing and signed by a member of Nexteers Human Resources team. No other Nexteer employee is authorized to bind Nexteer to any agreement regarding the placement of candidates by an agency.