Senior Director, People Experience

Overview
The growing complexity of service scope and significant transformation agenda driven by People Experience & Operations (PEO) requires a holistic and fully integrated approach to operational & service excellence. This critical role will provide strategic and global leadership across multiple disciplines to ensure the transition, launch, continuous improvement and measurement of high quality location agnostic employee services that are easy to use and value adding for PEP associates.

The role will integrate the functional components of service initiation and management (including channel architecture, lifecycle management, knowledge management, service measurement, quality standards & Ways of working) as well as RPA (including automation prioritization, demand management), delivery team onboarding and capbability building (strategy and framework), and service standards execution.

The role will also play a key role in delivery and cross-functional coordination for Merger, Acquisition, Joint Venture & Divest activities to ensure value delivery. The role will interact and manage a broad group of stakeholders and be required to make and influence significant operational decisions across a complex delivery landscape, resolving trade-offs and driving performance directly and through others. As a member of the PEO Leadership Team, this role will lead a diverse global team and provide functional and cross functional thought leadership within PEO and the broader Strategy & Transformation (S&T) function.

Responsibilities
Service Design & Transition Management : Lead all components for People Function, including:

• Fully accountable for Service lifecycle management (initiation, design, transition, run, eliminate)
• Fully accountable for planning and execution of the Global Capability Centers 2.0 transitions and service contracting, including transition process, Knowledge Capture, Knowledge Transfer, go live, stabilization and transition to Business as usual operations. Responsible for governance, report out and business case realization/risk management.
• Channel strategy definition, UX optimization across HR service portfolio
• Service catalog management in alignment with Enterprise Service Management standards
• Developing and implementing HR service delivery standards and practices including customer contact framework, channel strategy, tiered service delivery model, and escalation management process
• Implementing customer experience evaluation and design principles and developing a framework to integrate throughout the service management lifecycle
• Establishing a self-service strategy and partnering with key stakeholders to drive change management throughout PepsiCo

Service Enablement & Management technology e.g. myServices, EC (Manager Self Service /Employee Self Service)

• Functional owner accountable for demand management and prioritization, final functional requirements across HR Ops E2E service portfolio, functional solution architecture and contracting with specific delivery organizations, project tracking and implementation planning
• Responsible (SpoC) for integrating UX across the service portfolio and resolving tensions across the service landscape, solution architecture and delivery partners
• Accountable for design and requirements, delivery and deployment sprints in alignment with technical release management schedule
• Developing and managing the Service Delivery Technology demand management framework, including intake, prioritization, development, and implementation of requests, in partnership with ServiceNow Product Team, Enterprise Service Management, and IT
• Providing consultation throughout the HR organization on ServiceNow capabilities, configuration, project planning/timeline, and costs

Performance Management

• Design, implement, measure and continuously improve HR Service delivery team standards (quality standards) practices and Ways of working; implement audit across Global Capability Centers (GCCs) ; corrective actions Ensure consistent service measurement and performance reporting, scorecard, CSAT, insights,
• including value realization, EEx, efficiency and effectiveness measurement
• Design and implement service standards in alignment with overall Digital Employee Experience (DEEx) objectives
• Skills identification and training requirements

Continuous Process Improvement & Innovation

• Provide functional leadership to Process Champions including quality standards, resource deployment and prioritization across service portfolio, process mining to maximize value and impact
• Drive standard process documentation and governance within HR Process landscape in alignment with S&T PEX and Global Process Owners
• Lead HR CI ideation and prioritization process, evaluating and prioritizing improvement opportunities through a data-driven governance process; manage and measure CI portfolio and drive overall value realization
• Provide leadership to integrated digitization agenda; resolve tensions across HR portfolio and ensure best fit digital solutions based on long-term cost/benefit e.g. E2E digital product, vs local low code, no code
• Swiftly implement global continuous improvements solutions, including process improvement and automation, working collaboratively with key stakeholders
• Drive a culture of continuous improvement throughout the function by being a focal point for continuous improvement activities and ultimately recognized as a visible leader in this area
• Process Design and Governance
• Implementing a strategy for planning and implementing process improvement, operating model optimization, and integration initiatives, including employee experience application
• Driving the organization's transformation to an end-to-end process solutions culture to allow greater customer focus and fuel new innovations
• Establishing ongoing process management and ownership for integrated solutions, building KPIs in the areas of process, cost and people for ongoing governance, and continuous improvements for end-to-end solutions
• Leading cross-functional teams to assess current processes, identifying disconnects/failures, and developing solutions with a focus on improving customer experience, simplification, and standardization to drive automation

DEEx Insights & Analyses

• Lead HR Voice of Customer (VoC) strategy & cross service insights; synthesize data from disparate sources to generate insights and design interventions that increase productivity and enhance employee service experience
• Review request/case management processes, practices and behaviors to drive efficiency and increase customer satisfaction across the HROps service portfolio and tool set
• Catalog and maintain customer profiles/personas as part of strategy management; maintain engaged user council

Audit & Risk Management

• Act as primary liaison with Corp Audit - coordinating internal audits, evaluation of findings and resolution of recommendation
• Ensure compliance with SOX requirements for internal processes
• Ensure vendor SOX compliance reporting and follow up

Mergers, Acquisitions, Divestments (MAD)

• Accountable for end to end approaches to deliver successful execution of HR operational components of mergers, acquisitions, divestments (including EC, myP&D, myLearning, iCIMS, GCC/Alight) while balancing the specific commercial, organizational and regulatory requirements.
• SPoA for coordinate of integration related work across People, Payroll and S&T teams responsible (i.e., HRBPs, Global/Region People Operations, TR COE, Talent Management) to ensure the project work is delivered, and dependencies and risks managed.
• Codify and continuously improve the "MAD Playbook" pulling together current best practices into a single approach which can be applied to future MAD activities, and continue to develop the approach to include operational best practices, standards, and principles to address non-standard business requirements

Qualifications

• 15+ years of experience in HR service delivery/GBS environments
• Experience with global service/process design, governance, measurement and continuous improvement
• Strong knowledge of process capture and optimization
• Detailed knowledge and experience with RPA and AI technology and architecture
• Deep experience with ServiceNow or similar enterprise case management platforms
• Deep experience with global channel strategy and UX optimization
• Experience in broad portfolio management roles and implementing significant projects (scope, scale, complexity, $$)
• Experience in driving change, including visioning, case for change, building integrated plans, excellent stakeholder management at all levels.
• Demonstrated confident and positive leadership including the ability to focus on the big picture, manage multiple sub-functions to create a holistic and effective strategy, and influence up and down the organization to solve problems

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