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About 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.

Responsibilities

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.

Requirements

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.
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.

Skills

Digital workplace
Employee experience
IT service management
Enterprise applications
HR technology
Workplace technology
Product management
People leadership
Program leadership
Cross-functional leadership
Digital transformation
ITSM
Employee service delivery
Knowledge management
Workflow automation
Collaboration platforms
Intranet/portal experiences
Enterprise SaaS ecosystems
Employee feedback analysis
Service data analysis
Analytics
Product metrics
Stakeholder management
Communication skills
Change management
Adoption strategies
Accessibility
Privacy
Security
Compliance
ServiceNow
Workday
Google Workspace
Slack
Okta
Jira
Confluence
Endpoint experience tools
DEX monitoring platforms
AI-enabled service desk tools
Self-service implementation
Virtual agent implementation
Employee service center implementation
Enterprise search implementation
Knowledge management program implementation
Service design
UX research
Product operations
Human-centered design
Journey mapping
AI-enabled employee experiences
Conversational support
Enterprise search
Personalization
Workflow automation
Agentic capabilities

Location

Remote

Work Type

Full-time

Experience Level

Director
10+ years of experience
5+ years of people leadership, program leadership, or matrixed cross-functional leadership experience

Education Level

Bachelor's degree or equivalent practical experience
Advanced degree or relevant certifications are a plus

Benefits

Comprehensive and competitive benefits

About the Company

Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals.
The industry is going through an unprecedented transformation, and we’re at the forefront.
We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way.
Join us to invest in yourself, your career, and the financial world.

Equal Opportunity

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
The Company hires the best qualified candidate for the job, without regard to protected characteristics.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.