People Care AI Experience Architect

Hewlett Packard Enterprise • Spring, TX

4d • Onsite

About The Position

The AI Experience Architect, People Care AI designs the end-to-end experience architecture required to make People Care AI simple, scalable, and outcome-driven. This role is not a people-management or team-leadership role. It is an individual-contributor role focused on translating employee and manager needs, HR process complexity, knowledge readiness, and AI capabilities into practical experience designs, interaction patterns, service journeys, and solution requirements. The role acts as the bridge between People Care operations, process experts, knowledge owners, technology partners, and AI program teams. It helps ensure the AI experience starts with the outcome the employee or manager is trying to achieve, rather than simply automating today’s process complexity. The role brings together service design, process architecture, AI readiness, knowledge management, and digital transformation capabilities to shape AI-enabled experiences that are easy to use, reliable, globally scalable, and appropriate for the level of risk, judgment, and sensitivity involved. This position is critical to helping People Care avoid building fragmented or inefficient workflows into the AI Agent. By using use-case volume, employee pain points, portal behavior, standardization potential, risk, transaction simplicity, and knowledge readiness data, the AI Experience Architect defines which experiences are ready for AI enablement, which require simplification first, and which should remain human-led because they involve judgment, sensitivity, or trust.

Requirements

• First-level university degree or equivalent experience; advanced degree preferred.
• Typically 6+ years of experience in service design, experience architecture, HR transformation, digital transformation, process design, knowledge management, or related disciplines.
• Strong background in service design, journey mapping, business process reengineering, Lean, Six Sigma, or similar process improvement methods.
• Experience designing employee, customer, or internal service experiences in complex global environments.
• Familiarity with HR service delivery, People Care, People Services, shared services, or HR operations.
• Working knowledge of Workday, Salesforce, HR knowledge platforms, case management, employee portals, or AI-enabled service channels.
• Ability to translate complex HR processes into simple user journeys, interaction flows, decision logic, knowledge requirements, and handoff models.
• Comfortable using operational data, case volumes, portal behavior, article quality, and readiness indicators to inform design recommendations.
• Strong facilitation and stakeholder alignment skills, with the ability to influence through expertise rather than direct authority.
• Ability to challenge complexity with credibility, empathy, and sound judgment while protecting compliance, privacy, and employee trust.

Nice To Haves

• Experienced in conversational AI, agentic AI, automation, digital assistant design, or AI adoption programs.
• Skilled in service blueprinting, journey mapping, design thinking, or human-centered design methods.
• Comfortable translating complex processes into simple playbooks, decision trees, knowledge requirements, and reusable design patterns.
• Familiar with HR content strategy, knowledge governance, article optimization, or AI knowledge readiness.
• Known for building trust with SMEs while respectfully challenging legacy ways of working.

Responsibilities

• Define the target experience architecture for People Care AI, including user journeys, conversation flows, service blueprints, escalation models, and handoff patterns.
• Reframe HR process work around what employees and managers are trying to achieve, rather than how current processes are structured.
• Design simple, intuitive AI-enabled experiences for high-value use cases such as information requests, documentation needs, personal information updates, time-off support, case creation, and case status checks.
• Identify friction points, unnecessary steps, redundant approvals, excessive handoffs, and local variations that should be simplified before AI enablement.
• Define reusable global-first experience patterns and document where mandated country, legal, payroll, or compliance exceptions require variation.
• Translate process and knowledge needs into AI-ready requirements, including article completeness, decision logic, system dependencies, escalation triggers, and human-in-the-loop needs.
• Use volume, standardization, risk, judgment required, transaction simplicity, and knowledge readiness data to recommend which AI experiences should be designed and sequenced first.
• Partner with knowledge owners to identify outdated, missing, or incomplete content that could reduce AI accuracy, employee trust, or self-service adoption.
• Work with People Care, Country HR, HRIS, Workday, Salesforce, knowledge management, and AI program partners to validate requirements and ensure the experience design can be operationalized.
• Contribute to the broader People Care AI strategy by helping define scalable design patterns, readiness criteria, and experience standards that can be reused across future AI-enabled use cases.

Benefits

• Health & Wellbeing: comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
• Personal & Professional Development: programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
• Unconditional Inclusion: unconditionally inclusive in the way we work and celebrate individual uniqueness.
• Flexibility to manage work and personal needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior