HR Process & Experience SME

About the Role:

The HR Process & Experience SME will play a crucial role in connecting process design, technology strategy, and knowledge management to deliver user-centric People services.

This strategic position will work collaboratively across People, People Services, People Technology, and IT to transform operational insights into actionable priorities.

Key Responsibilities:

• Set the strategy and design principles for global People processes and employee experiences.
• Own the overall People process taxonomy, governance approach, and process standards.
• Analyse end-to-end employee and manager journeys to identify friction points and simplification opportunities.
• Shape the People functional strategy and roadmap for ServiceNow HRSD.
• Prioritise enhancements across case management, Employee Centre, knowledge management, service catalogues, life cycle events, workflow, and self-service.
• Lead the strategic approach to People knowledge management, including taxonomy, ownership, life cycle, and governance.
• Leverage employee feedback, case data, search behaviour, and process metrics to identify improvement priorities.
• Identify opportunities for automation, AI, and improved self-service.
• Collaborate with Global Process Owners, Centres of Excellence, People Services, Product Owners, and IT to align priorities and ensure consistent solutions.
• Provide direction to Process Analysts and uphold strong governance over processes and experiences.

What Our Client is Looking For:

• Significant experience in HR transformation, global process ownership, employee experience, shared services, or HR technology.
• A solid understanding of global People processes and service-delivery models.
• Proficiency with ServiceNow HRSD or a comparable enterprise service-management platform.
• Experience in process design, service design, or user-experience improvement.
• Strong stakeholder management skills and the ability to influence across organisational boundaries.
• Ability to translate business and user needs into process and technology priorities.
• Knowledge of knowledge management and employee self-service strategies.

Desirable Experience:

• Familiarity with ServiceNow HRSD, HR Case and Knowledge Management, or Lifecycle Events.
• Experience with SAP SuccessFactors.
• Design thinking or service-design expertise.
• Understanding of workflow automation, conversational AI, or agentic AI.
• Experience supporting global process harmonisation or shared-services transformation.

Role Distinction:

• Process Analyst: A hands-on role focused on mapping, documenting, and maintaining processes and taxonomy.
• Global Process & Experience Owner: A strategic role focusing on global process direction, HRSD, knowledge management, and the end-to-end user experience.

If you are a forward-thinking HR professional with a passion for enhancing employee experiences and streamlining processes, this opportunity with our client could be the perfect fit for you! Embrace the chance to make a significant impact in the utilities sector and lead transformational change.