End User Services Process Improvement Lead

This is a fully remote position, open to applicants in Poland.

📋 Description

• Create and implement transformation strategies aimed at simplifying and enhancing the performance of enterprise platforms along with stakeholder interactions.

• Develop effective, employee-focused solutions by assessing workflow redesigns and leveraging enabling technologies.

• Act as a liaison between business and technical teams, articulating feasibility, risks, and timelines to facilitate informed decision-making.

• Take ownership of the vision, roadmap, and ongoing enhancement of an internally developed AI chatbot to revolutionize support for internal End User inquiries.

• Generate efficient, employee-centric solutions by analyzing workflow redesigns, enabling technologies, and opportunities for effective AI application.

• Oversee the complete implementation of cross-functional initiatives, from discovery and requirements gathering to risk management and adoption.

⛳️ Requirements

• Significant experience (approximately 10+ years as a reference) in program management, process improvement, transformation delivery, product ownership, or workplace technology.

• Demonstrated ability to tackle complex challenges and lead substantial, cross-functional transformation projects from planning to adoption.

• Excellent communication and influencing skills, with the capacity to clarify intricate concepts, address resistance, and promote innovative working methods.

• Proven experience in managing a product roadmap and working within Agile environments, preferably as a Product Owner for employee-facing platforms, services, or AI-driven solutions.

• Background in change management, user training, and facilitating adoption in dynamic, global organizations.

• Extensive knowledge of enterprise tools such as ServiceNow, Atlassian, SAP, or equivalent ERP platforms.

• Lean Six Sigma, design thinking, or similar continuous improvement methodologies are highly desirable.

• Bachelor’s degree or equivalent experience is mandatory; advanced degree or specialization is preferred.

🏝️ Benefits

• Opportunity to work remotely within Poland.

• Conveniently located office at Burakowska 14, adjacent to Arkadia Westfield Centre (newly designed office, bicycle parking facilities, and a 7th-floor terrace with a view over Warsaw).

• Additional days off for well-being: Mental Health Day, Birthday Day, and an extra day in December if all annual leave has been exhausted.

• Nielsen Impact Days - up to 3 days annually for voluntary work on a chosen initiative.

• Private healthcare and discounted gym membership (Multisport), along with well-being programs.

• Opportunities for development: access to courses and webinars.