What success looks like in this role: Job Title: Experience Delivery Lead Job summary eXperience Management Office is seeking for an eXperience Delivery Lead (XDL) with strong business relationship management, communication, and leadership skills to drive proactive end-to-end experience delivery service within an organization. This role will be accountable for delivery of the XMO service to clients, working alongside a team of Proactive and Automation Engineers ensuring a smooth and continues outstanding end user experience.
Your key areas of responsibilities will be:
- Take full responsibility for the successful delivery of experience as a service, monitoring automation progress, identifying potential risks or issues, and developing actionable mitigation plans with clear ownership.
- Serve as the primary point of contact for the customer throughout the entire contract lifecycle, ensuring continuous engagement and communication.
- Lead the implementation and advancement of Experience Level Agreements (XLAs) to meet the expectations and outcomes desired by end users of the XMO service.
- Oversee Proactive and Automation Engineers in the efficient execution of use cases to achieve desired outcomes.
- Develop and advance experience-driven use cases and automation solutions that deliver measurable benefits to customers.
- Maintain XMO value use case trackers, ensuring the clear documentation and auditability of tangible benefits being achieved.
- Manage and track action items to ensure continuous progress and resolution of any challenges.
- Foster strong relationships with customers as well as internal and external teams, emphasizing collaboration to enhance the value of the XMO service across all service areas.
- Facilitate regular weekly technical bridges to drive collaboration, share insights, and evaluate the outcomes of use cases.
- Take ownership of preparing and delivering monthly Experience Level reports, highlighting key achievements, use case progress, and ens
📌 Experience Delivery Lead (Bogotá)
🏢 Unisys
📍 Bogotá