IT Service Experience, Corporate IT

PT Sea Group; Indonesia; Presencial; IDR 400.000.000 - 700.000.000; Jornada completa

Descripción de la vacante

PT Sea Group is seeking an experienced individual contributor to serve as the voice of the customer within Corporate IT. You will ensure that employee and stakeholder experience are considered across IT initiatives, services, and transformation projects.

The role provides an independent user perspective across the end-to-end journey—from concept and design through implementation, rollout and post-launch experience—ensuring solutions are technically ready, intuitive, and adoptable.

Formación

• 7+ years in product mgmt, service design, CX, ITSM or digital transformation.
• Proven ability to improve end-to-end journeys across tech and processes.
• Strong analytical and problem-solving skills.

Responsabilidades

• Act as voice of the customer across Corporate IT projects.
• Review end-to-end user journeys to identify friction and complexity.
• Partner with Corporate IT teams to incorporate UX considerations in design and implementation.
• Establish practical experience and implementation-readiness criteria for employee-facing initiatives.
• Gather and synthesize user feedback into actionable recommendations.
• Balance user needs with feasibility and business priorities across stakeholders.
• Support post-launch reviews to assess adoption and outcomes.
• Foster a stronger user-centric and service-design mindset across Corporate IT.

Conocimientos

Voice of the customer

Stakeholder management

Analytical skills

Communication skills

Service design

IT service management

Digital transformation

User feedback analysis

Descripción del empleo

Corporate IT is undergoing a broader transformation towards a more digital, self-service and user-centric operating model.

We are looking for an experienced individual contributor to serve as the voice of the customer within Corporate IT, ensuring that employee and stakeholder experience is considered consistently across IT initiatives, services and transformation projects.

The role will provide an independent user perspective across the end-to-end journey — from initial concept and process design through implementation, rollout and post-launch experience — and help ensure that solutions are not only technically ready, but also intuitive, practical and ready for adoption.

• Act as the voice of the customer across Corporate IT projects and initiatives, representing the perspective of employees and key business stakeholders.
• Review end-to-end user journeys across IT services, systems and processes, identifying friction points, unnecessary complexity and opportunities to simplify the experience.
• Partner with other teams across Corporate IT to incorporate user experience considerations throughout solution design and implementation.
• Establish practical experience and implementation-readiness criteria for employee-facing initiatives and provide an independent assessment before major rollouts.
• Gather and synthesize user feedback, translate user insights into clear and actionable recommendations covering process, product, communication, support and adoption.
• Work across multiple stakeholder groups to balance user needs, operational feasibility, technical constraints and business priorities.
• Support post-launch reviews to assess adoption, user experience and whether intended outcomes have been achieved.
• Help build a stronger user-centric and service-design mindset across Corporate IT.
• Minimum 7 years of relevant experience in product management, service design, customer/employee experience, IT service management, digital transformation or a related area.
• Strong track record of improving end-to-end customer or employee journeys involving technology, processes and multiple stakeholder groups.
• Good understanding of how enterprise technology services are designed, implemented and operated; deep engineering expertise is not required.
• Able to move comfortably between detailed implementation discussions and senior stakeholder conversations.
• Strong analytical and problem-solving skills, with the ability to identify underlying user problems rather than accepting existing processes at face value.
• Strong stakeholder management and influencing skills, including the confidence to challenge project teams constructively and independently.
• Comfortable working across organisational boundaries without direct authority.
• Experience using user feedback, operational data, service metrics or research to drive improvements.
• Strong written and verbal communication skills, with the ability to simplify complex issues and communicate clear recommendations.