Get ITXM Certified
Free ITXM Foundation Course and Certification available.
IT should appoint one or more Experience Officers to manage the Experience Data, run the Experience Management Office, and participate in organization-wide discussions about IT Experience Management.
Establishing a clear point of contact for IT Experience Management creates a sense of ownership and emphasizes its significance.
Tuna Ozcer / Ahlstrom-Munksjö
Pasi Nikkanen / HappySignals
2nd February 2023
Depending on the company's size and maturity, there may be one or several Experience Officers. However, starting with one who can lead the Experience Management Office team is generally recommended.
Experience Officers work across the entire IT department and are passionate about improving the end-user experience.
They can also come from outside IT, such as a Head of User Experience or Chief Experience Officer. The organizational position is not crucial as long as they collaborate with different teams to achieve a common goal and outcome. Assigning a person responsible for a particular IT service area may introduce bias, so it is not always the best fit. Ultimately, the best approach depends on the specific circumstances.
Having an Experience Officer creates clarity. Naming a specific person responsible for this role is beneficial since it is often a part-time position initially filled by someone from the IT department.
The Experience Officer will lead the Experience Management initiative and promote the benefits and impact of experience management to IT end-users and company employees. They will serve as the champion for the topic of Experience Management.
As an Experience Officer, first understand IT Experience Management basics and pass the ITXM Foundation Certification Course.
Then start understanding the metrics, the baseline of your company, and where the most significant issues for end-users lie. When comfortable with the data, start setting up the weekly and monthly sessions mentioned below.
One or Multiple Experience Officers?
Depending on the company size, you might need more than one Experience Officer; still, we would recommend:
When ready to expand the team, set up an Experience Management Office (XMO), as this helps to have a group of people passionate about understanding and making a difference for end-users.