People Experience Program Manager

Dow Jones & Company•New York City, NY

15h•Hybrid

About The Position

As People Experience Program Manager, you’ll focus on the details behind the employee experience, getting into the smaller interactions, handoffs and moments that shape how employees and managers experience People Team support. You’ll look at how things work today, understand where there is friction or unnecessary effort, and help find better ways of doing things. You’ll work across the People team to connect the details of individual experiences with the wider employee journey, making sure improvements are joined up rather than solving one problem in isolation. Working in our Midtown Manhattan office 3 days a week and reporting to the Senior Manager, People Experience, you will collaborate closely with cross-functional process owners to embed an intuitive employee and manager perspective into the core operations supporting our wider People Experience. This is a role for someone who enjoys getting into the details, spotting patterns, challenging how things are done, and turning problems into practical improvements. You’ll work with People Experience, People Operations, People Business Partners, Centers of Excellence and Technology teams, bringing a broad view of how People support works across Dow Jones.

Requirements

7+ years of experience in HR, Operations, Employee Experience, service design, transformation or a similar environment
Experience using feedback, data, case trends or other insight to identify patterns and opportunities
An understanding of the employee lifecycle and the ways of working that sit behind it
A naturally curious mindset and a willingness to ask why things work the way they do
Experience getting into the detail of challenges and finding ways to improve them
Strong problem-solving skills, from understanding the root cause through to finding practical solutions
The ability to see both the detail and the bigger picture
Experience working across different teams and bringing people together around a problem
An interest in HR technology, automation and AI, with a focus on how they can genuinely make things simpler
The ability to take something complicated and explain it clearly
Strong organization skills and the ability to manage multiple pieces of work at once
A practical approach with the goal of improving things, not just documenting what is wrong
Willingness to work in our Midtown Manhattan office 3 days a week

Nice To Haves

Experience working across global teams or processes
An understanding of how employees and managers interact with People services and technology
Experience working with Workday, ServiceNow HRSD or similar People technology platforms
Experience using AI, automation or digital tools to improve individual employee experiences
Experience mapping employee journeys, interactions and handoffs to identify friction and opportunities to improve
Experience working with different People teams to test and improve how an experience works end to end

Responsibilities

Get into the detail of individual People experiences and the employee & manager moments that matter
Spot the small things that create friction and unnecessary effort, such as extra steps, repeated information, unclear ownership, poor handoffs or confusing communications
Look across teams and systems to understand how different parts of the experience connect and how they shape the wider employee journey
Work closely with the People Process Manager and process owners to surface friction, dependencies and opportunities that may not be visible when looking at the experience end to end
Use employee feedback, case trends, service data, focus groups and other listening methods to understand employee experiences, identify patterns and uncover areas worth exploring
Break complex experiences down into individual steps and challenge whether each one is needed, where effort can be removed and where the experience could be simpler
Work with PX, People Operations, PBPs and specialist teams to understand different perspectives and find practical solutions
Turn personas, user stories and pain points into clear ideas and recommendations across service, technology, ways of working or communication
Explore where self-service, automation, AI and existing technology could remove unnecessary effort or improve the experience
Test ideas with employees, managers and People teams, using feedback to refine solutions
Connect related employee moments and experiences across the lifecycle, helping avoid disconnected fixes
Create simple journey maps, experience views and guidance where they help people understand how something works
Work with People Technology and system owners to identify opportunities to improve HR systems, workflows and digital tools
Bring the employee and manager perspective to wider People experience and transformation work
Track whether changes are making a difference, including employee effort, repeat contact, satisfaction and service trends
Share useful findings and ideas across the People team so improvements can be applied beyond a single process or team