Integration Experiene Lead

White Cap is seeking an Integration Experience Lead to improve the IT integration experience for employees joining White Cap through acquisitions. This individual will serve as the bridge between technical IT integration teams and acquisition associates, identifying friction points, gathering feedback, analyzing support trends, and driving process improvements that improve adoption of White Cap systems, tools, and processes.

Day-to-Day Responsibilities

• Evaluate and improve the end-to-end IT integration experience for newly acquired employees
• Conduct feedback sessions, office hours, surveys, and stakeholder interviews to identify pain points
• Analyze service desk trends, operational metrics, escalation data, and user feedback to drive improvements
• Partner with engineering, infrastructure, support, and integration teams to implement process enhancements
• Create and improve acquisition communications, training materials, SharePoint resources, and user guidance
• Translate employee feedback into actionable business and technical requirements
• Drive long-term process improvements across M&A integration initiatives
• Participate in acquisition integration planning and execution efforts
• Work closely with service desk, network, server, endpoint, and systems engineering teams
• Manage recurring issues and identify root causes impacting employee adoption and productivity
• Present findings and recommendations to IT leadership and business stakeholders
• Balance employee experience improvements with technical feasibility and operational requirements

Must-Have Qualifications

• 5+ years of experience in IT Service Delivery, Business Process Improvement, Business Transformation, IT Operations, or Employee Experience
• Experience evaluating operational processes and implementing measurable improvements
• Strong understanding of IT infrastructure concepts including:
• Endpoint management
• Device deployments
• Identity & Access Management
• Email systems
• SharePoint
• Network drives
• Application migrations
• IT support operations
• Experience gathering customer or employee feedback and translating findings into process improvements
• Demonstrated ability to work directly with technical engineering teams and support organizations
• Strong data analysis and problem-solving skills
• Experience tracking operational metrics and using data to drive decisions
• Excellent communication and stakeholder management skills
• Experience facilitating discussions with leadership and cross-functional teams
• Self-starter with the ability to independently identify opportunities and drive change