Employee Experience & Continuous Improvement Lead

About the role

The role turns employee feedback, service performance data and operational pain points into practical, measurable improvements. Working across IT and business functions, the position leads service-quality reviews, root-cause analysis and cross-functional improvement initiatives, with a strong focus on sustainable adoption and business outcomes.

What you'll do

• Working across IT and business functions, the position leads service-quality reviews, root-cause analysis and cross-functional improvement initiatives
• Own the review of negative satisfaction surveys and other employee feedback relating to IT services
• Coordinate fact-based reviews with service owners, identify root causes and agree on corrective or service-recovery actions
• Analyze recurring themes across employee feedback, service interactions and key employee journeys, including onboarding, offboarding, access, and support
• Facilitate process mapping, root-cause analysis, and solution-design workshops

What you need

• 3–5 yrs of experience
• Process improvement
• Onboarding
• Root cause analysis
• Six Sigma
• ITIL
• Any graduate

Good to have

• Power BI
• ServiceNow