Director of Digital Employee Experience

SoFi Tech Solutions; San Francisco (CA); On-site; USD 200,000 - 275,000; Full time

Job summary

SoFi Tech Solutions seeks a Director of Digital Employee Experience to lead the strategy and execution of a modern, measurable digital workplace for our employees. You’ll partner across IT, People/HR, Security, and business leaders to simplify journeys, increase adoption, and reduce friction while enabling AI-enabled workflows.

The ideal candidate is a systems thinker with 10+ years in digital workplace domains and 5+ years in leadership, capable of driving transformation from strategy to

Qualifications

• 10+ years of experience in digital workplace, employee experience, IT service management, enterprise applications, HR technology, workplace technology, product management, or a related field.
• 5+ years of people leadership, program leadership, or matrixed cross-functional leadership experience.
• Proven ability to lead employee-facing digital transformation initiatives from strategy through execution and measurement.
• Strong understanding of ITSM, employee service delivery, knowledge management, workflow automation, collaboration platforms, intranet/portal experiences, and enterprise SaaS ecosystems.
• Experience using employee feedback, service data, analytics, and product metrics to prioritize work and measure impact.
• Strong stakeholder management skills with the ability to influence senior leaders across IT, People/HR, Security, Communications, Workplace, and business teams.
• Excellent written, verbal, and executive communication skills.
• Strong change management and adoption experience, including the ability to drive behavior change across diverse employee populations.
• Familiarity with accessibility, privacy, security, and compliance considerations for employee-facing systems.
• Bachelor’s degree or equivalent; advanced degree or relevant certifications are a plus.

Responsibilities

• Develop and own the employee digital experience vision, strategy, roadmap, and operating model.
• Identify and reduce friction across the digital employee experience, making it easier for employees to access information, get help, and complete work.
• Map and improve priority journeys—including onboarding, internal mobility, access, IT/HR support, knowledge discovery, collaboration, and hybrid work.
• Partner with service owners across IT, HR, Facilities, Security, and business teams to create consistent, user-centered internal service experiences.
• Lead improvements to employee-facing channels such as service portals, knowledge bases, ticketing workflows, chatbots, intranet experiences, collaboration platforms, and workflow automation.
• Establish experience standards for usability, accessibility, content quality, information architecture, service design, and change readiness.
• Build a measurement framework using feedback, usage analytics, service data, endpoint telemetry, adoption metrics, and productivity indicators.
• Identify recurring pain points and translate insights into prioritized, measurable initiatives.
• Partner with Enterprise Applications, Infrastructure, Security, Procurement, and vendor teams to evaluate, implement, integrate, and optimize employee-facing platforms.
• Lead adoption and change management for major tool launches, migrations, AI-enabled workflows.
• Create executive-level reporting on roadmap progress, risks, adoption, sentiment, and ROI.
• Manage a high-performing team of digital workplace, employee experience, program management, analytics, knowledge management, or change/adoption professionals.
• Own end-to-end employee experience across IT, People, Finance, Security, Workplace and other enterprise functions.

Skills

Digital workplace

Employee experience

ITSM

Enterprise applications

HR technology

Workplace technology

Leadership

Stakeholder management

Executive communication

Change management

Accessibility

Privacy & security

Product management

Education

Bachelor’s degree or equivalent practical experience

Tools

ServiceNow

Workday

Google Workspace

Slack

Okta

Jira

Confluence

Job description

Who We Are

Welcoming, collaborative and having the opportunity to make an impact - is how our employees describe working here. SoFi Tech Solutions (formerly Galileo Financial Technologies) is a financial technology company that provides innovative and revolutionary software products and services that power some of the world's largest Fintechs. We are the only payments innovator that applies tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity to achieve their most inspired goals. SoFi Tech Solutions leads its industry with superior fraud detection, security, decision-making analytics and regulatory compliance functionality combined with customized, responsive and flexible programs to accelerate the success of all payments companies and solve tomorrow's payments challenges today. We hire energetic and creative employees while providing them the opportunity to excel in their careers and make a difference for our clients. Learn more about us and why we work here at https://tech.sofi.com/careers/

The role

We are seeking a Director of Digital Employee Experience to lead the strategy and execution of a modern, intuitive, and measurable digital workplace experience for our employees. This leader will own the strategy and technology experience for how employees access the tools, information, services, and support they need to do their best work.

The ideal candidate is a systems thinker and cross-functional operator who can connect business needs, employee insights, technology capabilities, service design, and change management. This role will partner closely with IT, People/HR, Security, Workplace, Communications, and business leaders to simplify employee journeys, increase technology adoption, and reduce friction across the digital workplace.

What You’ll Do

• Develop and own the employee digital experience vision, strategy, roadmap, and operating model.
• Drive SoFi’s “Make Work Easier” strategy by identifying and reducing friction across the digital employee experience, making it simpler for employees to find information, access support, and get work done.
• Map and improve priority employee journeys, including onboarding, internal mobility, hardware/software access, IT and HR support, knowledge discovery, collaboration, and hybrid work experiences.
• Partner with service owners across IT, HR, Facilities, Security, and business teams to create consistent, user-centered internal service experiences.
• Lead improvements to employee-facing channels such as service portals, knowledge bases, ticketing workflows, chatbots, virtual agents, intranet experiences, collaboration platforms, and workflow automation.
• Establish experience standards for usability, accessibility, content quality, information architecture, service design, and change readiness.
• Build a measurement framework using employee feedback, usage analytics, service management data, endpoint/application telemetry, adoption metrics, and productivity indicators.
• Identify recurring pain points and translate insights into prioritized initiatives with clear business cases and measurable outcomes.
• Partner with Enterprise Applications, Infrastructure, Security, Procurement, and vendor teams to evaluate, implement, integrate, and optimize employee-facing technology platforms.
• Lead adoption and change management for major tool launches, migrations, process changes, and AI-enabled employee workflows.
• Quantitatively add ways to measure the employee experience
• Create executive-level reporting on roadmap progress, risks, adoption, employee sentiment, operational impact, and ROI.
• Manage and develop a high-performing team of digital workplace, employee experience, program management, analytics, knowledge management, or change/adoption professionals.
• Own the end-to-end employee experience for how employees find information, get help, access corporate services, and complete common tasks across IT, People, Finance, Security, Workplace and other enterprise functions - creating a seamless experience regardless of the systems or teams operating behind the scenes.
• Define and continually evolve SoFi's strategy for AI-enabled employee experiences, including conversational support, enterprise search, knowledge discovery, personalization, workflow automation and emerging agentic capabilities.

What You’ll Need

• 10+ years of experience in digital workplace, employee experience, IT service management, enterprise applications, HR technology, workplace technology, product management, or a related field.
• 5+ years of people leadership, program leadership, or matrixed cross-functional leadership experience.
• Proven ability to lead employee-facing digital transformation initiatives from strategy through execution and measurement.
• Strong understanding of ITSM, employee service delivery, knowledge management, workflow automation, collaboration platforms, intranet/portal experiences, and enterprise SaaS ecosystems.
• Experience using employee feedback, service data, analytics, and product metrics to prioritize work and measure impact.
• Strong stakeholder management skills with the ability to influence senior leaders across IT, People/HR, Security, Communications, Workplace, and business teams.
• Excellent written, verbal, and executive communication skills.
• Strong change management and adoption experience, including the ability to drive behavior change across diverse employee populations.
• Familiarity with accessibility, privacy, security, and compliance considerations for employee-facing systems.
• Bachelor’s degree or equivalent practical experience; advanced degree or relevant certifications are a plus.

Nice to Have

• Experience with platforms such as ServiceNow, Workday, Google Workspace, Slack, Okta, Jira, Confluence, intranet/EX platforms, endpoint experience tools, DEX monitoring platforms, or AI-enabled service desk tools.
• Experience implementing self-service, virtual agent, employee service center, enterprise search, or knowledge management programs.
• Background in service design, UX research, product operations, human-centered design, or journey mapping.
• Experience in a regulated, high-growth, financial services, technology, or distributed workforce environment.

Compensation And Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

This role may also be eligible for a bonus and/or long term incentives. Your recruiter will provide more information to you. All roles are eligible for competitive benefits. More information about our employee benefits can be found in the link below.

Benefits

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi & Galileo page!

US-Based Base Compensation

$200,000 - $275,000 USD

New York applicants: Notice of Employee Rights

SoFi Tech Solutions is committed to an inclusive culture. As part of this commitment, SoFi Tech Solutions offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [e-mail].

We are unable to accommodate remote work from Hawaii, Alaska or Puerto Rico at this time.

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.

SoFi Tech Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.