Director of Digital Employee Experience

The role

We are seeking a Director of Digital Employee Experience to lead the strategy and execution of a modern, intuitive, and measurable digital workplace experience for our employees. This leader will own the strategy and technology experience for how employees access the tools, information, services, and support they need to do their best work.

The ideal candidate is a systems thinker and cross-functional operator who can connect business needs, employee insights, technology capabilities, service design, and change management. This role will partner closely with IT, People/HR, Security, Workplace, Communications, and business leaders to simplify employee journeys, increase technology adoption, and reduce friction across the digital workplace.

What you’ll do

• Develop and own the employee digital experience vision, strategy, roadmap, and operating model.
• 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.
• Map and improve priority employee journeys, including onboarding, internal mobility, hardware/software access, IT and HR support, knowledge discovery, collaboration, and hybrid work experiences.
• Partner with service owners across IT, HR, Facilities, Security, and business teams to create consistent, user-centered internal service experiences.
• Lead improvements to employee-facing channels such as service portals, knowledge bases, ticketing workflows, chatbots, virtual agents, intranet experiences, collaboration platforms, and workflow automation.
• Establish experience standards for usability, accessibility, content quality, information architecture, service design, and change readiness.
• Build a measurement framework using employee feedback, usage analytics, service management data, endpoint/application telemetry, adoption metrics, and productivity indicators.
• Identify recurring pain points and translate insights into prioritized initiatives with clear business cases and measurable outcomes.
• Partner with Enterprise Applications, Infrastructure, Security, Procurement, and vendor teams to evaluate, implement, integrate, and optimize employee-facing technology platforms.
• Lead adoption and change management for major tool launches, migrations, process changes, and AI-enabled employee workflows.
• Quantitatively add ways to measure the employee experience
• Create executive-level reporting on roadmap progress, risks, adoption, employee sentiment, operational impact, and ROI.
• Manage and develop a high-performing team of digital workplace, employee experience, program management, analytics, knowledge management, or change/adoption professionals.
• 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.
• 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.

What you’ll need

• 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.

Nice to Have

• Experience with platforms such as ServiceNow, Workday, Google Workspace, Slack, Okta, Jira, Confluence, intranet/EX platforms, endpoint experience tools, DEX monitoring platforms, or AI-enabled service desk tools.
• Experience implementing self-service, virtual agent, employee service center, enterprise search, or knowledge management programs.
• Background in service design, UX research, product operations, human-centered design, or journey mapping.
• Experience in a regulated, high-growth, financial services, technology, or distributed workforce environment.