People Care AI Experience Architect

People Care AI Experience ArchitectThis role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

Job Description

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.

The Role

Design the architecture for People Care AI experiences across priority employee and manager journeys. This role maps current-state complexity, identifies simplification opportunities, defines future-state AI-enabled journeys, and creates the experience requirements needed for the People Care AI Agent to deliver consistent, useful, and employee-centered support. The role partners with People Care, Country HR, HRIS, Workday, Salesforce, knowledge management, and AI program teams to translate business needs into scalable AI experience designs, journey flows, handoff models, knowledge requirements, and adoption-ready service patterns.

Scope

• Design AI-enabled People Care experiences across selected employee and manager journeys.
• Translate outcome-first design principles into clear journey maps, interaction flows, service blueprints, and AI experience requirements.
• Identify process steps, approvals, queues, handoffs, and exceptions that create unnecessary complexity in the employee or manager experience.
• Recommend simplification opportunities before AI automation is pursued.
• Define global-first experience patterns while documenting mandated local, legal, payroll, or compliance variations.
• Build AI-ready experience playbooks, decision logic, knowledge requirements, escalation paths, and human handoff patterns.
• Prioritize experience design work using case volume, portal clicks, risk, standardization, transaction simplicity, and knowledge readiness data.
• Partner with SMEs, knowledge owners, HR technology teams, and AI product teams to ensure experience designs are feasible, accurate, and scalable.
• Support knowledge governance by identifying content gaps, ownership needs, and quality requirements that impact the AI experience.

Key Responsibilities

• AI Experience Architecture: Define the target experience architecture for People Care AI, including user journeys, conversation flows, service blueprints, escalation models, and handoff patterns.
• Outcome-First Design: Reframe HR process work around what employees and managers are trying to achieve, rather than how current processes are structured.
• Journey and Interaction Design: 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.
• Process Simplification Input: Identify friction points, unnecessary steps, redundant approvals, excessive handoffs, and local variations that should be simplified before AI enablement.
• Global Experience Standards: Define reusable global-first experience patterns and document where mandated country, legal, payroll, or compliance exceptions require variation.
• AI Readiness Requirements: 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 Case Prioritization: Use volume, standardization, risk, judgment required, transaction simplicity, and knowledge readiness data to recommend which AI experiences should be designed and sequenced first.
• Knowledge and Content Alignment: Partner with knowledge owners to identify outdated, missing, or incomplete content that could reduce AI accuracy, employee trust, or self-service adoption.
• Cross-Functional Collaboration: 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.
• Strategic Design Support: 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.

About You

• 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.

Bonus Points If You Are

• 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.

Success Metrics

• Priority People Care AI journeys mapped with clear current-state pain points and future-state AI-enabled experience designs.
• AI experience playbooks created for selected use cases, including journey flows, interaction requirements, escalation paths, and knowledge dependencies.
• High-volume People Care use cases assessed and prioritized using volume, risk, standardization, transaction simplicity, and knowledge readiness data.
• Simplification opportunities identified before automation, including unnecessary steps, approvals, handoffs, or exceptions.
• Global-first experience patterns defined with clear documentation of mandated local or compliance variations.
• Knowledge gaps, content ownership needs, and readiness issues documented for priority AI experiences.
• People Care AI experiences designed with clear readiness, escalation, sustainment, and measurement criteria.

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific 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

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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Job:

Human Resources

Job Level:

Master

"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
– United States of America: Annual Salary USD 119,500 - 275,000 in Texas
The listed salary range reflects base salary. Variable incentives may also be offered."

Information about employee benefits offered in the US can be found at

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