XMO Lead – Experience Management Office

As XMO Lead, you will be responsible for establishing and driving the Experience Management Office across strategic programmes. You will lead the definition and implementation of Experience Level Agreements (XLAs), oversee digital experience metrics, and ensure proactive service improvement across business areas.

Key Responsibilities

• Define and deliver the XMO vision, objectives, and roadmap.
• Lead gap analysis and setup of XMO during transformation programmes.
• Establish governance structures, steering committees, and stakeholder engagement plans.
• Manage Riverbed and other network and application performance tools in conjunction with our delivery partner for real-time experience monitoring.
• Drive continuous improvement through root cause analysis and lessons learned.
• Champion experience-led service design across product teams and service towers.
• Collaborate with Partner Advisory Group (PAG) and Digital Hub to embed experience culture.
• Report on DEX scores, incident response times, and satisfaction metrics.

• Proven leadership in IT service management or transformation programmes.
• Experience with XLAs, VLAs, DEM tools (e.g. Riverbed), and service improvement frameworks.
• Strong stakeholder management and governance experience.
• Familiarity with ITIL4, ServiceNow, and modern workplace technologies.
• Excellent communication and strategic planning skills.

Why Version 1?

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.

• Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits.
• Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
• Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance.
• Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.
• Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
• Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.
• Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.

And many more exciting benefits… drop us a note to find out more.