Forsyth Barnes
Consultant - Experience & Feedback Lead
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Experience & Feedback Lead
Engagement: Enterprise Service Management (ESM) Transformation Programme
Location: Remote, with alignment to US Central working hours; occasional onsite requirements
Role Overview
We are looking for an Experience & Feedback Lead to establish and own the end-to-end approach to experience measurement across a large-scale ESM transformation programme. The role will take ownership of how employee feedback is captured, analysed, translated into actionable insight, and turned into measurable service improvements.
You will establish a consistent framework for NPS, CSAT, sentiment and qualitative feedback across consolidated services, ensuring that feedback does not simply result in reports, but drives tangible improvements and that employees can see how their feedback has influenced change.
Key Responsibilities
- Establish an enterprise-wide framework for measuring employee experience across the ESM landscape.
- Define how and when NPS, CSAT, effort, sentiment and verbatim feedback should be captured.
- Develop a consistent taxonomy for categorising feedback across services, processes, channels and root causes.
- Establish baseline metrics, targets and definitions of what good experience looks like.
- Ensure feedback is captured effectively without creating unnecessary survey fatigue.
Feedback Capture & ServiceNow
- Design and implement feedback mechanisms using ServiceNow, including post-interaction surveys, portal feedback and targeted pulse surveys.
- Ensure new and migrated services have experience measurement embedded from day one.
- Work with ServiceNow, service design and transformation teams to integrate feedback into the wider service journey.
- Integrate feedback from relevant channels outside of ServiceNow where appropriate.
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Analysis & Insight
- Own the regular analysis of NPS, CSAT, sentiment and verbatim feedback.
- Identify trends, recurring themes and root causes across services, regions and user groups.
- Distinguish meaningful insight from noise and identify the reasons behind changes in experience scores.
- Produce concise, senior-level insight packs focused on decisions and actions rather than reporting for reporting's sake.
Insight to Action
- Translate feedback and insight into a prioritised experience improvement backlog.
- Establish clear owners, target dates and expected outcomes for each improvement.
- Facilitate regular feedback-to-action reviews with service owners and programme leadership.
- Track actions through to completion and measure whether improvements have had the desired impact.
- Establish a clear "You said, we did" approach to demonstrate how employee feedback has driven change.
Governance & Handover
- Establish the operating model for ongoing experience management, including processes, playbooks, RACI, governance, reporting and escalation routes.
- Build a sustainable capability that can ultimately be owned and operated internally.
- Coach and support internal stakeholders throughout the establishment phase.
- Ensure the experience measurement discipline becomes embedded within the wider transformation programme rather than dependent on one individual.
Experience & Skills
- Proven experience establishing or leading Voice of Employee (VoE), Voice of Customer (VoC), Customer Experience (CX) or Employee Experience (EX) programmes within a large enterprise.
- Strong knowledge of NPS, CSAT, customer/employee effort, sentiment analysis and verbatim feedback.
- Hands-on experience with ServiceNow experience and survey tooling, ideally including Surveys, Performance Analytics and dashboards.
- Experience turning feedback and data into actionable service improvements, managing backlogs and driving actions through to completion.
- Strong analytical capability across both quantitative and qualitative feedback.
- Experience working within ESM, GBS, Shared Services or large-scale service transformation environments is highly desirable.
- Strong stakeholder management and facilitation skills, with the confidence to challenge service owners and drive accountability.
- Ability to communicate complex experience data through clear, concise and commercially credible narratives.
- Experience operating within a global, matrixed organisation and established programme governance.
- Consulting or professional services experience would be advantageous.
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What Success Looks Like
- Consistent feedback coverage across priority services.
- Stable and sustainable response rates.
- Clear insight packs that consistently translate into defined actions and accountable owners.
- A growing percentage of improvement actions delivered on time.
- Clear communication back to employees demonstrating how their feedback has driven change.
- Evidence that delivered improvements are positively influencing NPS, CSAT and sentiment.
- Service owners actively using experience data to inform service design and improvement decisions.
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