Digital Workplace & End User Experience Manager

DS Smith; Kraków; On-site; PLN 180,000 - 300,000; Full time

Job summary

DS Smith is seeking a Digital Workplace & End User Experience Manager in Kraków to lead the vision, strategy, and operational excellence of the global digital workplace for our workforce, ensuring seamless, secure experiences across offices, sites, and home offices.

You will partner with IT and business leaders to shape digital workplace services, drive adoption, and manage end-user journeys from device provisioning to self-service portals, while aligning with security, compliance, and cost

Qualifications

• Experience managing Digital Employee Experience (DEX) platforms.
• Strong ITIL/ITSM governance knowledge.
• Experience running change/adoption programs and UX testing for enterprise tools.
• Experience defining UX strategy, operating model, governance framework, maturity roadmap, and organizational priorities.
• Proven vendor management experience.
• Experience operating in a multinational environment.
• Fluency in English.

Responsibilities

• Define and execute the global digital workplace strategy aligned with business goals and digital transformation initiatives.
• Use analytics and user feedback to measure end-user experience, identify pain points, prioritize improvements and support hardware refresh planning.
• Ensure that security and compliance are embedded in digital workplace solutions and processes.
• Oversee the transition to Modern Management (Intune, Autopilot, etc.) to enable "Zero-Touch" deployment globally.
• Represent business and employee needs in product selection, roadmap decisions and enterprise architecture discussions.
• Standardize the digital experience across diverse geographic regions while respecting local legal and linguistic requirements.
• Partner with HR and Communications to ensure digital tools support employee engagement.
• Lead design and continuous improvement of user journeys, onboarding, device provisioning, support flows, mobile device management and self-service portals to maximize productivity and satisfaction.
• Drive adoption and change management for new digital workplace tools and practices.
• Manage the digital workplace service model: SLA/KPI definition, vendor relationships and cost optimization.
• Develop training, communication and champions programs.
• Plan and build the employee digital experience roadmap.

Skills

DEX platforms

End-user experience

ITIL & ITSM

Change management

Vendor management

Multinational experience

English fluency

Tools

Microsoft 365

Intune

SCCM

VDI/DaaS

Job description

Why Is This Job For You

Digital Workplace & End User Experience Manager will be a part of the Infrastructure, Security & Services Organisation, reporting directly into the Head of Service Management & Performance.

Location – Krakow

Digital Workplace & End User Experience Manager will be a part of the Infrastructure, Security & Services Organisation, reporting directly into the Head of Service Management & Performance.

Why Is This Job For You

The role will be mainly responsible for the vision, strategy, and operational excellence of the digital tools and services provided to our DS Smith global workforce to ensure that every employee, whether in a corporate office, a manufacturing site, or a home office has a seamless, productive, and secure digital experience.

You’ll partner with IT and other business organizations and leaders to shape digital workplace services and drive adoption, satisfaction and operational excellence - from the device in users’ hands to the platforms they rely on.

You Will

• Define and execute the global digital workplace and end-user experience strategy aligned with business goals and digital transformation initiatives
• Use analytics and user feedback (surveys, telemetry, UX testing, etc.) to measure end user experience, identify pain points, prioritize improvements and support hardware refresh planning
• Ensure that security and compliance are embedded in digital workplace solutions and processes
• Oversee the transition to Modern Management (Microsoft Intune, Autopilot, etc.) to enable "Zero-Touch" deployment globally
• Represent business and employee needs in product selection, roadmap decisions and enterprise architecture discussions
• Standardize the digital experience across diverse geographic regions while respecting local legal and linguistic requirements
• Partner with HR and Communications to ensure digital tools support employee engagement
• Lead design and continuous improvement of user journeys, onboarding, device provisioning, support flows, mobile device management and self-service portals to maximize productivity and satisfaction
• Drive adoption and change management for new digital workplace tools and practices
• Manage the digital workplace service model: SLA/KPI definition, vendor relationships and cost optimization
• Develop training, communication and champions programs
• Plan and build the employee digital experience roadmap

You Have

• Experience with managing Digital Employee Experience (DEX) platforms, collaboration platforms (Microsoft 365), endpoint management (Intune, SCCM), VDI/DaaS and service management tools
• Strong understanding of ITIL, incident/problem/change management, SLA/KPI governance and ITSM best practices
• Demonstrated experience running change/adoption programs, training, and UX testing for enterprise tools
• Experience in defining UX strategy, operating model, governance framework, maturity roadmap, and organizational priorities
• Proven experience in managing vendor relationships
• Proven experience operating in a multinational environment
• Understanding of regulatory and compliance frameworksFluency in English