• Own end-to-end execution of strategic initiatives that reimagine employee experience through digital, real-time, OMNI channels (web, mobile, IVR, chatbot) • Lead the modernization of legacy, manual processes through intelligent automation, including AI, OCR, RPA, and straight-through processing • Translate future-state strategies into executable plans, funding cases, go to market strategies, and governance models • Lead initiatives from early concept and business case through implementation, adoption, and value realization • Act as the accountable delivery lead for complex, high-visibility programs with material operational and experience impact • Partner with Product & Technology and Operations to scale automation responsibly, improving speed, accuracy, and compliance while reducing unit cost and dependency on manual effort • Execute the Right Work | Right Role | Right Time workforce model by: Defining clear role segmentation • Ensuring seamless OMNI handoffs when digital resolution is not possible • Partner with Operations, HR, and Finance to align workforce design, training, and capacity planning to the future-state model • Support reinvestment of automation savings into higher-value specialist roles and experience improvements • Establish and operate strong program governance, escalation paths, and executive reporting mechanisms • Act as a trusted partner to senior leaders, providing clear insights, decision support, and execution intelligence • Track and report benefits realization, ensuring value is sustained post-implementation • Travel as necessary • Other duties as assigned