Director of Digital Employee Experience

About This RoleAI processing…

Key Responsibilities

• 1
  Develop and own the employee digital experience vision, strategy, roadmap, and operating model.
• 2
  Drive SoFi’s “Make Work Easier” strategy by identifying and reducing friction across the digital employee experience, making it simpler for employees to find information, access support, and get work done.
• 3
  Map and improve priority employee journeys, including onboarding, internal mobility, hardware/software access, IT and HR support, knowledge discovery, collaboration, and hybrid work experiences.
• 4
  Partner with service owners across IT, HR, Facilities, Security, and business teams to create consistent, user-centered internal service experiences.
• 5
  Lead improvements to employee-facing channels such as service portals, knowledge bases, ticketing workflows, chatbots, virtual agents, intranet experiences, collaboration platforms, and workflow automation.
• 6
  Establish experience standards for usability, accessibility, content quality, information architecture, service design, and change readiness.
• 7
  Build a measurement framework using employee feedback, usage analytics, service management data, endpoint/application telemetry, adoption metrics, and productivity indicators.
• 8
  Identify recurring pain points and translate insights into prioritized initiatives with clear business cases and measurable outcomes.
• 9
  Partner with Enterprise Applications, Infrastructure, Security, Procurement, and vendor teams to evaluate, implement, integrate, and optimize employee-facing technology platforms.
• 10
  Lead adoption and change management for major tool launches, migrations, process changes, and AI-enabled employee workflows.
• 11
  Quantitatively add ways to measure the employee experience
• 12
  Create executive-level reporting on roadmap progress, risks, adoption, employee sentiment, operational impact, and ROI.
• 13
  Manage and develop a high-performing team of digital workplace, employee experience, program management, analytics, knowledge management, or change/adoption professionals.
• 14
  Own the end-to-end employee experience for how employees find information, get help, access corporate services, and complete common tasks across IT, People, Finance, Security, Workplace and other enterprise functions - creating a seamless experience regardless of the systems or teams operating behind the scenes.
• 15
  Define and continually evolve SoFi's strategy for AI-enabled employee experiences, including conversational support, enterprise search, knowledge discovery, personalization, workflow automation and emerging agentic capabilities.

Requirements

• 10+ years of experience in digital workplace, employee experience, IT service management, enterprise applications, HR technology, workplace technology, product management, or a related field.
• 5+ years of people leadership, program leadership, or matrixed cross-functional leadership experience.
• Proven ability to lead employee-facing digital transformation initiatives from strategy through execution and measurement.
• Strong understanding of ITSM, employee service delivery, knowledge management, workflow automation, collaboration platforms, intranet/portal experiences, and enterprise SaaS ecosystems.
• Experience using employee feedback, service data, analytics, and product metrics to prioritize work and measure impact.
• Strong stakeholder management skills with the ability to influence senior leaders across IT, People/HR, Security, Communications, Workplace, and business teams.
• Excellent written, verbal, and executive communication skills.
• Strong change management and adoption experience, including the ability to drive behavior change across diverse employee populations.
• Familiarity with accessibility, privacy, security, and compliance considerations for employee-facing systems.
• Bachelor’s degree or equivalent practical experience; advanced degree or relevant certifications are a plus.

Perks & Benefits