Head of Digital Care & Employees Experience
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Key skills for this role
About the Role
REACH Group seeks a Head of Digital Care & Employee Experience for a yearly renewable contract in Abu Dhabi. The role involves transforming IT help desk into a proactive, experience-led Digital Care function, focusing on employee digital journeys, AI-enabled support, and service transformation.
Key Skills for This Role
Responsibilities
- Lead the transformation of IT help desk to a proactive, experience led Digital Care function
- Design and implement end to end employee digital journey covering onboarding, access, incidents, and self service
- Introduce AI enabled support including virtual agents, knowledge management, and automation to reduce manual support
- Apply employee experience design principles such as journey mapping, feedback loops, satisfaction measurement, and friction removal
- Drive service transformation by moving from reactive support to proactive, experience led service delivery
- Establish service governance, support channels, escalation frameworks, service standards, and performance metrics
- Analyze service data to identify friction points, diagnose recurring issues, and translate insights into improvement plans
- Manage stakeholders across sectors, departments, senior leaders, platform teams, vendors, and service owners
Requirements
- Strong leadership experience in digital service management, employee experience, IT service operations, service desk transformation, or enterprise digital support environments
- Deep understanding of employee digital journeys, access management, onboarding, service requests, incident management, knowledge management, and service improvement practices
- Proven ability to design modern support operating models, service governance, support channels, escalation frameworks, service standards, and performance metrics
- Strong customer and employee experience mindset, with practical experience in journey mapping, voice of employee feedback, service design, and continuous improvement
- Awareness of modern digital platforms, cloud services, identity and access management, collaboration tools, enterprise applications, and operational service dependencies
- Experience introducing automation, AI enabled support, chatbots, virtual agents, knowledge bases, self service portals, and analytics to improve employee service outcomes
- Strong analytical capability to interpret service data, identify friction points, diagnose recurring issues and translate insights into practical improvement plans
- Excellent stakeholder management and influencing skills, with the ability to work across sectors, departments, senior leaders, platform teams, vendors, and service owners
- Driven, innovative and hands on problem solver who can balance strategic experience transformation with operational execution and service accountability
- Preferred background in large scale digital government, enterprise IT, employee services, digital workplace, cloud operations, or complex multi platform service environments
Full Job Posting
Must Have
- Digital Care Operating Model: End to end employee digital journey: onboarding, access, incidents & self service
- AI Enabled Support: Virtual agents, knowledge management & automation to reduce manual support
- Employee Experience Design: Journey mapping, feedback loops, satisfaction measurement & friction removal
- Service Transformation: Moving IT help desk to proactive, experience led Digital Care function
Required Skills & Experience
- Strong leadership experience in digital service management, employee experience, IT service operations, service desk transformation, or enterprise digital support environments
- Deep understanding of employee digital journeys, access management, onboarding, service requests, incident management, knowledge management, and service improvement practices
- Proven ability to design modern support operating models, service governance, support channels, escalation frameworks, service standards, and performance metrics
- Strong customer and employee experience mindset, with practical experience in journey mapping, voice of employee feedback, service design, and continuous improvement
- Awareness of modern digital platforms, cloud services, identity and access management, collaboration tools, enterprise applications, and operational service dependencies
- Experience introducing automation, AI enabled support, chatbots, virtual agents, knowledge bases, self service portals, and analytics to improve employee service outcomes
- Strong analytical capability to interpret service data, identify friction points, diagnose recurring issues and translate insights into practical improvement plans
- Excellent stakeholder management and influencing skills, with the ability to work across sectors, departments, senior leaders, platform teams, vendors, and service owners
- Driven, innovative and hands on problem solver who can balance strategic experience transformation with operational execution and service accountability
- Preferred background in large scale digital government, enterprise IT, employee services, digital workplace, cloud operations, or complex multi platform service environments
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