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IT&D Manager, Employee Experience

City: Warszawa

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Information Technology & Digital

In IT and D, you'll be a force for good, whether you're championing cyber security, defining how we harness the power of technology to improve our business, or working with data to guide the innovation of consumer loved products.

Working globally across functions, you'll own your projects and process from start to finish, with the influence and visibility to achieve what needs to be done. And if you're willing to bring your ideas to the table, you'll get the support and investment to make them happen.

Your potential will never be wasted. You'll get the space and support to take your development to the next level. Every day, there will be opportunities to learn from peers and leaders through working on exciting, varied projects with real impact. And because our work spans so many different businesses, from Research and Product Development to Sales, you'll keep learning exciting new approaches.

About the role

The IT&D Manager, GBS Employee Experience is responsible for shaping and continuously improving how users discover, access and engage with GBS services and knowledge through digital channels.

This role owns the end-to-end experience of internal and external service portals, the GBS conversational experience via Rai and the experience of consuming GBS knowledge, ensuring information and services are easy to find, easy to understand and easy to use for employees, suppliers, partners and vendors.

Your responsibilities

Own the end‑to‑end experience for internal and external GBS service portals, including overall portal design, structure and configuration
Define and manage portal layout, navigation and design standards to enable simple, intuitive user journeys
Own the GBS conversational experience via RAI, including conversational journeys and continuous optimisation
Own the experience of consuming GBS knowledge, ensuring strong discoverability, clarity and effective self‑service
Ensure portals, conversational interfaces and knowledge experiences deliver a consumer‑grade digital experience
Define and manage experience KPIs covering engagement, ease of use, adoption and self‑service success
Use experience insights to identify friction points and prioritise improvements
Partner with service owners, knowledge teams and platform teams to ensure services and content are presented in a user‑centric way
Establish and maintain experience standards and design patterns across digital channels
Drive adoption of digital service channels through ongoing experience optimisation

The experience we're looking for

A strong people‑first mindset, with a genuine focus on how digital services make people feel, not just how they function
Demonstrated ability to design empathetic, intuitive and human‑centred digital experiences that reduce friction and build trust
Experience owning or shaping digital employee or consumer‑facing service experiences in a global environment
Strong grounding in user‑centric design and design‑thinking approaches, applied pragmatically to services and self‑service journeys
Experience delivering or optimising experiences on enterprise platforms, with ServiceNow portals, knowledge or conversational interfaces preferred
Comfort using experience and engagement insights to understand behaviour, effort and adoption, and to drive meaningful improvement
Strong stakeholder management skills, with the ability to advocate for the user while balancing business and platform constraints

The skills for success

People‑First Experience Leadership, User‑Centric Service & Knowledge Design, Digital Portal and Conversational Experience Ownership, ServiceNow‑Enabled Service Management, Stakeholder Influence, Experience‑Led Continuous Improvement.

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.

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