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.
• Track product value, adoption, employee experience, service reliability, cost optimization and benefits realization.

Key Deliverables

• EUS experience strategy and rolling product roadmap.
• Prioritized backlog with clear requirements and expected outcomes.
• Employee journey improvement and adoption plans.
• Product performance dashboard and governance updates.
• Lifecycle, standardization and optimization recommendations.

• Bachelor's degree in Technology, Engineering, Computer Science, Business, Design or a related discipline.
• 2-5 years in enterprise IT, digital workplace, EUS, product management, service management or employee experience.
• Experience in product strategy, roadmap planning, backlog prioritization, agile delivery, release management and value realization.
• Knowledge of endpoint devices and management, Microsoft 365, collaboration platforms, virtual workspace, self-service and enterprise support.
• Experience working with cross-functional teams, vendors, governance forums, security controls and business stakeholders.