Job Description

Why join Rolls-Royce?

At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere.By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.

Job summary:As a Service Experience Manager, You will be responsible for defining and orchestrating the end-to-end experience strategy across Rolls-Royce GBS. This role ensures that every interaction, whether through ServiceNow, virtual agent, portal, mobile or in-person channels, delivers a consistent, intuitive, and value-driven experience.As a core member of the Service Management leadership team, the Service Experience Manager partners with Product Owners, Automation, and CI/PEX teams to integrate service design thinking, AI-enabled insights, and digital adoption into every stage of the user journey. They champion a “human + machine” experience, leveraging GenAI and analytics to continuously improve satisfaction, usability, and service effectiveness.

What You will be doing:

Define and execute the global Service Experience strategy for RR GBS, ensuring alignment with business goals and the ServiceNow platform roadmap.Establish design principles, experience standards, and measurement frameworks (NPS, adoption metrics, XLAs).Translate voice-of-employee and customer insights into service design priorities.Implement experience analytics across ServiceNow portal, chatbot and workflows to measure satisfaction, sentiment, friction and user effort.Integrate qualitative and quantitative feedback into continuous improvement cycles.Partner with the Service Performance Lead to align experience data with performance and value metrics.Lead adoption programs for newly deployed products, digital services and process re-designs.Collaborate with the Digital Adoption & Training Manager to deliver in-product guidance, enablement, and learning content.Oversee the Service Experience Design community including designers, content specialists, and researchers.Maintain a consistent design system, content standards, and brand alignment across all GBS solutions.Partner with the ServiceNow Product Owners to ensure design and experience are embedded in all platform enhancements.Facilitate design sprints and workshops to co-create solutions with business stakeholders and end users.

Position qualifications:

5+ years in Service Design, UX, or Customer Experience leadership within enterprise or GBS environments.5+ years leading design or experience teams in cross-functional or matrixed organisations.Proven ability to lead large-scale service design programs and deliver measurable improvements in user experience.Experience integrating service design with agile delivery, automation, and AI capabilities.Skilled at translating analytics and feedback into design decisions.Ability to articulate insights, empathy maps, and experience journeys to senior stakeholders.Proven track record of delivering large-scale digital or service transformation programs.Understanding of ServiceNow experience layers (portal, knowledge, chat, mobile) and their configuration principles.Experience using analytics and sentiment tools (e.g., Qualtrics, ServiceNow Experience Analytics).Exposure to AI-driven experience tools such as virtual agents, chatbots, or GenAI content design.ITIL v4, Agile, or Design Thinking certifications are desirable.

What do we offer:

Private healthcare and group life insuranceAnnual bonusmyBenefit platform/subsidy for Multisport cardsInternet and electricity allowance for remote workIncreased funding for the Employee Capital Plans (PPK) program; Rolls-Royce Sp. z o.o. contributes 3% to this programAdditional vacation days based on length of service with the employerHybrid work model (2 days in the office / 3 days from home)Flexible start time between 7:00 AM and 9:00 AMWork in a modern office located in the Krakow centre – the Unity Tower (ul. Lubomirskiego 20)

Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls-Royce into a high-performing, competitive, resilient and growing company. Join us, and it can be your future vision too.Rolls-Royce are committed to being a respectful, inclusive, and non-discriminatory workplace where individuality is valued, diverse perspectives fuel innovation, and everyone can thrive.Please note that all applicants will be subject to Poland right-to- work check as part of the recruitment process

Job Category

Service Management

Posting Date

08 Jan 2026; 00:01