Deputy Manager - EU Experience Product

Key Responsibilities

• Define and maintain the EUS experience vision, product roadmap and prioritized backlog aligned with business objectives.

• Own key employee technology journeys, including onboarding, device provisioning, collaboration, productivity, support, refresh and offboarding.

• Gather user feedback and analyze CSAT, NPS, adoption, usage, incident and service data to identify improvement opportunities.

• Translate user and business requirements into product requirements, user stories, acceptance criteria and release plans.

• Coordinate cross-functional delivery with EUS operations, ServiceNow, infrastructure, applications, architecture, cybersecurity and business teams.

• Drive experience improvements across endpoint devices, Microsoft 365, collaboration, virtual workspace, self-service and support channels.

• Promote automation, AI-assisted support, knowledge management and proactive service improvement to reduce user effort and recurring issues.

• Manage the product lifecycle, including introduction, adoption, enhancement, standardization, rationalization and retirement.

• Ensure operational readiness through support models, communications, training, monitoring, knowledge articles and escalation processes.

• Manage stakeholder and vendor expectations, track risks and dependencies, and provide concise roadmap and outcome updates.

• Ensure compliance with enterprise architecture, cybersecurity, data privacy, accessibility, ITSM, asset and audit requirements.