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SoFi is seeking a Director of Digital Employee Experience to lead the strategy and execution of a modern, intuitive digital workplace for employees. This role owns the vision, strategy, roadmap, and operating model for how employees access tools, information, services, and support needed to do their best work.
You will be a systems thinker and cross-functional operator connecting business needs, employee insights, technology capabilities, service design, and change management. Key responsibilities include developing the employee digital experience vision and strategy; driving SoFi's "Make Work Easier" initiative by identifying and reducing friction across the digital workplace; mapping and improving priority employee journeys such as onboarding, internal mobility, hardware/software access, IT and HR support, knowledge discovery, and hybrid work experiences.
You will partner with service owners across IT, HR, Facilities, Security, and business teams to create consistent, user-centered internal service experiences. You'll lead improvements to employee-facing channels including service portals, knowledge bases, ticketing workflows, chatbots, virtual agents, intranet experiences, collaboration platforms, and workflow automation. You will establish experience standards for usability, accessibility, content quality, information architecture, and service design.
You'll build a measurement framework using employee feedback, usage analytics, service management data, adoption metrics, and productivity indicators. You'll identify pain points and translate insights into prioritized initiatives with clear business cases and measurable outcomes. You'll partner with Enterprise Applications, Infrastructure, Security, and vendor teams to evaluate, implement, and optimize employee-facing technology platforms.
You will lead adoption and change management for major tool launches, migrations, process changes, and AI-enabled workflows. You'll create executive-level reporting on roadmap progress, risks, adoption, employee sentiment, and ROI. You'll manage and develop a high-performing team of digital workplace, employee experience, program management, analytics, knowledge management, and change/adoption professionals.
Required: 10+ years in digital workplace, employee experience, IT service management, enterprise applications, HR technology, or related field. 5+ years of people leadership or matrixed cross-functional leadership. Proven ability to lead employee-facing digital transformation initiatives. Strong understanding of ITSM, employee service delivery, knowledge management, workflow automation, collaboration platforms, and enterprise SaaS. Experience using employee feedback, service data, and analytics to prioritize work. Strong stakeholder management and executive communication skills. Change management and adoption experience. Familiarity with accessibility, privacy, security, and compliance. Bachelor's degree or equivalent.
