Head of Digital Employee Experience

Key Responsibilities:

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The employee digital experience

You own the quality of the digital working day for every person at iplicit, from the moment someone accepts an offer onwards. That means understanding where the friction sits, measuring it properly, supporting and fixing it; making sure it does not come back. You will set experience-level KPIs and be accountable for them in the same way a product team is accountable for user satisfaction.

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Workflow, automation and AI enablement

A significant part of this role is finding work that should not exist and eliminating it. You and the team you build will work across departments to identify where manual effort can be automated, where processes can be simplified, and where technology people already have is being

underused. You will also lead the responsible adoption of AI tooling across the business - ensuring new or emerging AI tools are adopted within the governance guardrails set by Core Technology and the Information Security Manager, with full alignment to our ISO 42001 AI management framework. Enabling teams to get genuine value from tools like Copilot and Claude matters enormously to us, and so does doing it safely.

SaaS portfolio and technology governance

You are the gatekeeper for technology entering the business. Every new SaaS tool must passthrough a security and AI risk assessments before it is onboarded, a process you coordinate in close partnership with the Information Security Manager, who leads on security and AI risk. You are also the primary point of contact for technology needs across departments, and you will get ahead of those needs rather than wait for requests. That means owning the full lifecycle of our SaaS portfolio: how tools are assessed, procured, onboarded, adopted, renewed and retired, in alignment with Risk and Asset Owners across the business. Licence allocation, utilisation tracking and renewal decisions all sit with you. Nothing should be paid for that is not being used.

Service experience and support

You are accountable for the quality of the internal service experience: how supported colleagues feel, how quickly issues are resolved, and how resilient operations are day to day. Joiner, Mover and Leaver processes sit with you. They need to be genuinely smooth for the people going through them, fully auditable, and consistently excellent. The service catalogue and knowledge base are yours to own and improve, with a focus on empowering people to help themselves and reducing the volume of repeat contacts.

Governance, security and compliance

iplicit holds ISO 27001, ISO 9001 and ISO 42001 certifications, and this role is central to maintaining them. You will ensure all Digital Workplace processes are fully documented in Confluence, consistently applied and audit-ready. You will implement the findings of Risk

Assessments and AI Assessments as they are produced by the GRC team, enforce least-privilege and role-based access control (RBAC) principles across the business, and ensure every process Digital Workplace owns is compliant with our GRC framework. Core Technology retains authority over identity strategy, Conditional Access, security infrastructure and tenant-level configuration. You operate within clearly scoped, delegated boundaries and take those boundaries seriously.

Leadership and senior stakeholder engagement

You will lead and develop the Digital Workplace team, setting the standard for what great looks like and holding the function to it. You will represent Digital Workplace clearly at leadership level, bringing visibility to the value being created, the risks being managed and the capacity being used. You will build genuine partnerships with all departmental leads, and you will be trusted at senior level because you speak in outcomes rather than systems.

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How We Will Measure Success

The Digital Workplace function will be measured on outcomes. The metrics below are a starting point, and we expect to refine them with the person who takes this role during their first 90 days.

• Digital Experience Index (DEX): Overall quality of the digital environment across the business.
• ISO & Audit Readiness: all Digital Workplace processes documented in Confluence, consistently applied, and evidenced to the standard required by ISO 27001, 9001 and 42001 controls. Any internal and external audits, Digital Workplace can demonstrate full compliance without exception.
• Internal Tech eNPS: Whether colleagues would recommend iplicit’s internal tools to a friend.
• Time-to-productivity (new joiners): How quickly people are fully enabled from their first day.
• Automation hours saved: Capacityreleased across the business each quarter.
• SaaS utilisation rate: How much of our licence spend is being actively used.

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Required Skills & Experience

Essential

• Proven experience leading a Digital Workplace, Business Technology or IT function in a fast-growth SaaS business.
• A track record of genuinely improving internal digital experiences, not just maintaining infrastructure.
• Strong working knowledge of Microsoft 365 platform governance, including the distinction between Core Tech controls and delegated operational scope.
• Experience with SaaS portfolio governance, vendor management and licence optimisation.
• Solid understanding of Joiner/Mover/Leaver processes and access management best practice.
• Sound knowledge of ISO 27001 and ISO 9001 frameworks, with the ability to implement and maintain GRC-aligned controls in a certified environment.
• A track record of workflow and automation delivery. Asana and Confluence expertise is a strong advantage.
• The ability to operate confidently at senior leadership level and translate technical decisions into business language.
• Experience assessing and onboarding SaaS tools against security risk requirements, with a structured approach to technology governance.

Highly Desirable

• Working knowledge of ISO 42001 and practical experience applying an AI management framework in a business context.
• Experience leading AI enablement programmes, with hands-on knowledge of tools like Copilot and/or Claude.
• Experience measuring DEX outcomes through formal indices or employee sentiment programmes.
• A background that touches experience design, service design or CX, applied to an internal audience.

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