Technology Experience Lead at Momentum Metropolitan Holdings Limited

Role Purpose    

• This role is designed to bridge the gap between technology systems and user experience, ensuring that internal and external stakeholders interact with systems that are intuitive, efficient, and aligned with business goals.
• As the Technology Experience Lead, you will be responsible for shaping and enhancing the end-to-end experience of users interacting with our enterprise technology systems. You will work across business units to ensure that systems are designed, implemented, and continuously improved with a user-centric mindset. This role requires a blend of technical acumen, design thinking, and stakeholder engagement to drive adoption, satisfaction, and productivity.

Requirements    

Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, Human-Computer Interaction, or a related field.
• 7+ years of experience in technology systems, UX design, or digital transformation roles.
• Proven experience leading cross-functional initiatives focused on user experience in enterprise environments.
• Strong understanding of enterprise IT systems (e.g., ERP, CRM, HRIS) and their impact on business operations.
• Excellent communication, facilitation, and stakeholder management skills.
• Familiarity with design thinking, agile methodologies, and user research techniques.

Preferred Skills:

• Experience with tools such as ServiceNow, Salesforce, SAP, or Microsoft Dynamics.
• Certification in UX, Agile, or ITIL frameworks.
• Experience in change management and user adoption strategies.

Duties & Responsibilities    

User Experience & Satisfaction

• System Usability Score (SUS): Measures perceived ease of use and satisfaction.
• Net Promoter Score (NPS): Gauges user willingness to recommend the system to others.
• User Satisfaction (CSAT): Collected via surveys post-interaction or post-implementation.

Adoption & Engagement

• System Adoption Rate: Percentage of target users actively using the system.
• Feature Utilization Rate: Tracks how often key features are used.
• Time to Proficiency: Average time it takes for users to become proficient with a new system.

Operational Efficiency

• Reduction in Support Tickets: Measures how system improvements reduce user issues.
• Task Completion Time: Tracks how long it takes users to complete key workflows.
• Automation Rate: Percentage of manual tasks replaced by automated processes.

Change Management & Training

• Training Completion Rate: Percentage of users who complete onboarding or training programs.
• Feedback Loop Closure Rate: Measures how quickly user feedback is addressed and resolved.
• Change Adoption Rate: Tracks how quickly and effectively users adapt to system changes.

System Performance & Reliability

• System Uptime: Percentage of time systems are operational and available.
• Incident Response Time: Average time to resolve system-related incidents.
• Error Rate: Frequency of system errors or failures affecting user experience.

Competencies    

• Strategic Thinking
• Customer Focus / User Centricity
• Stakeholder Management
• Communication & Influencing
• Innovation & Continuous Improvement
• Change Leadership
• Analytical Thinking
• Technical & Business Acumen
• Collaboration & Teamwork
• Governance & Risk Management
• Results Orientation

Closing Date    

• 2026/07/01