Manager, End User Experience

SC JOHNSON IS A FIFTH-GENERATION FAMILY COMPANY BUILT ON THE SPIRIT OF OUR PEOPLE. We have been leading with purpose for over 130 years, building iconic brands that win the hearts and minds of consumers - such as Raid, Glade, Ziploc and more, in virtually every country around the world. Together, we are creating a better future - for the planet, for future generations and for every SCJ team member. Join our winning team of Wave Makers and Go Getters and help us write the next chapter in the SCJ story.

Summary:

The End User Experience Manager is a member of the End User Productivity (EUP) team. The EUP is a global team responsible for the management and delivery of End User technologies including but not limited to laptops, productivity and collaboration tools like email and Teams, conference rooms, and printers.

The End User Experience Manager is an individual contributor leadership role responsible for governance, measurement, and improvement of the experience of End User technologies. This position will interact with our internal business customers, our internal service owners, and our external Vendors/Managed Service Providers (MSPs) to maintain, develop, and support partnerships. The appointee may also interact with other departments within SCJ such as Change Management, Global Information Security, Legal, and HR to empower users and balance convenience with risk. As formal focus on Experience is a relatively new discipline for SCJ, the chosen candidate will provide thought leadership to further define the discipline and role to meet evolving business needs.

This is an onsite role in Racine, WI.

Essential Duties and Responsibilities:

• Govern:

  • Partner with Service Owners and Enterprise Architecture to establish standards, policies, and guidelines to enforce accountability across IT to sustain a high-quality user experience.

  • Develop and enforce policies and processes to ensure consistent and high-quality user experience.

  • Collaborate with leadership to align end user experience goals with business objectives.

  • Drive awareness and education of end user experience principles across IT and into the business teams

  • Drive definition of Experience Level Agreements (XLAs) with managed service providers driving contractual accountability for the delivery of high-quality user experience.

• Measure:

  • Partner with Service Owners, Operations team members, and Managed Service to define meaningful user experience metrics and establish supporting data sources.

  • Develop processes to validate calibration of metrics to ensure reports reflect the true experience perceptions of end users.

  • Work with Service Owners to establish improvement targets and measure performance against targets on a regular basis.

• Improve:

  • Identify opportunities to improve end user experience across EUP, and secondarily, other IT services and processes.

  • Work with Service Owners to prioritize improvements within the product backlog.

  • Support and consult during process improvement and implementation of product experience changes

  • Leverage metrics to correlate changes to improvements.

  • Report and track progress for multiple audiences including SCJ executive leadership

Required Skills / Experience / Competencies:

• Bachelor's degree in Information Systems, Computer Science or related technical discipline

• 10+ years of experience with a global enterprise-level IT services

• 5+ years of experience with maintenance, support and deployment of end user productivity tools and services

• 5+ years working with Managed Service Providers

• Legally authorized to work in the United States

Preferred Skills / Experience / Competencies:

• UX Design

• Personas

• Design Thinking and User Journeys

• Reporting and Analytics

• Product Management

• Marketing and Communications

• Customer Service

• Operational Excellence

• Agile or Scrum management

Job Requirements:

• Full time position in Racine, WI.

• Remote work is available once a week for eligible employees.

• This position is eligible for domestic relocation

BENEFITS AND PERKS:

SC Johnson's total compensation packages are at or above industry levels. In addition to salary, total packages may include bonuses, long-term incentives, matching 401(k) contributions and profit sharing based on company profitability, job level and years of service. As a family company, we're committed to providing benefits such as subsidized health care plans, maternity/paternity/adoption leave, flexible work arrangements, vacation purchase options, recreation and fitness centers, childcare, counseling services and more.

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Inclusion & Diversity

We're a global business, with people from every culture, ethnicity, race, religion, gender identity, sexual orientation, age and ability. We recognize the breadth of human experience, and we work to celebrate it. It is our goal to build a diverse, inclusive and supportive work environment where all people can thrive.

We're committed to ongoing efforts that help us attract, hire, and retain diverse talent who want to build a positive, inclusive environment. Read more about our ongoing initiatives at https://jobs.scjohnson.com/inclusion.

Better Together

At SC Johnson, we strive to create a positive, inclusive and unique workplace. We strongly believe SCJ people are able to achieve their best when they can collaborate and work together in person.

Equal Opportunity Employer

The policy of the Company is to ensure equal opportunity for all qualified applicants and employees without regard to race, color, religion, gender, marital status, sexual orientation, national origin, ancestry, age, gender identity, gender expression, disability, citizenship, pregnancy, veteran status, membership in any active or reserve component of the U.S. or state military forces, genetic history or information or any other category protected by law.

Accommodation Requests

If you are an individual with a disability and you need an accommodation or other assistance during the application process, please call our Human Resources department at 262-260-3343 or email your request to SCJHR@scj.com. All qualified applicants are encouraged to apply. Download the EEO is the Law poster for more information.