Employee Experience Specialist
We are seeking a dedicated and proactive professional to fill the role of Employee Experience Specialist. This position is responsible for delivering high-quality, policy-aligned support to employees and managers across the EMEA region.
This is a Tier 1 level role that blends HR service delivery, knowledge content management, and customer-first support. You will play a key role in enhancing the employee experience through accurate case handling, content-driven self-service, and continuous improvement initiatives.
About the Role
This specialist will provide first-line HR policy support to employees and managers, ensuring timely, accurate, and empathetic responses to HR queries.
Key Responsibilities
* Deliver exceptional customer service by providing clear, concise, and relevant information to resolve HR-related issues.
* Maintain and improve the knowledge content ecosystem by identifying gaps, writing/updating articles, and ensuring content is accessible and effective.
* Champion case deflection by utilizing insights and AI tools to improve self-service and reduce case volumes.
* Support projects that enhance case handling, service catalog design, and AI-driven support tools.
* Analyze support trends and collaborate globally to improve workflows and shift volume from Tier 1 to Tier 0.
* Act as a subject matter expert in core HR processes such as time off, benefits, employee data changes, and Workday transactions.
Requirements
* Bachelor's degree required.
* 3-4 years of experience in HR operations, shared services, or content management.
* Strong writing skills with experience creating or maintaining knowledge base content.
* Understanding of case deflection, content optimization, and agent enablement strategies.
* Proficiency in Workday HCM, or similar HR systems.
* Analytical mindset with the ability to interpret data and identify improvement opportunities.
* High attention to detail and a structured approach to process delivery.
* Excellent communication and interpersonal skills with a customer-first mindset.
This is an exciting opportunity to join a global team and contribute to shaping the future of HR services.