Life tastes better with ice cream

With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry.
 
We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference. 

What truly sets us apart is how we work. 

We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done. 

We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.  

The role  

The HR Service Excellence Associate will define our service framework and design the service experience across HR services. The resource will define how we can use AI to improve HR services, user experience, and continuous improvement across HR service delivery platforms. This role will be responsible for enhancing service performance, embedding customer-centric practices, leverage data-driven insights, and take initiatives by integrating process optimization, Share-point based solutions & Visual management to improve service delivery, transparency & overall employee experience.

What you'll be responsible for

Service Experience & Voice of Customer

• Design the employee experience framework related to HR services
• Embed an AI first mindset in our HR services environment
• Design and manage employee satisfaction surveys (CSAT/NPS) within ServiceNow
• Analyze feedback to identify pain points and improvement opportunities
• Drive initiatives to improve end-user experience and service adoption
• Build actionable insights from service data and survey responses

ServiceNow Excellence & Optimization

• Act as the functional expert for ServiceNow within HR Operations
• Drive continuous improvement of ticketing workflows, categorization, and resolution efficiency
• Monitor system performance, identify gaps, and recommend enhancements/automation opportunities
• Work with the system expert to ensure optimal configuration and usage aligned to business needs

Continuous Improvement (OPEX Focus)

• Lead process improvement initiatives using structured methodologies:
• DMAIC (Define, Measure, Analyze, Improve, Control)
• Design Thinking (user-centric problem solving)
• Identify process inefficiencies, bottlenecks, and recurring issues
• Drive standardization, simplification, and automation across HR processes

Performance Monitoring & Governance

• Define and track service performance KPIs: 

o SLA adherence o Ticket resolution time o User satisfaction scores o First-time resolution rates

• Build and maintain dashboards and reports (ServiceNow + Excel)
• Support governance forums with insights-driven recommendations

Workday Integration & HR Process Alignment

• Ensure alignment of ServiceNow workflows with Workday-driven HR processes (JML, Payroll, Queries)
• Collaborate with HR, IT, and system teams for seamless integration and issue resolution
• Support adoption of digital HR services

Stakeholder Management

• Partner with HR Operations, IT, and Business stakeholders
• Act as a bridge between operations and technology teams
• Drive communication of improvements, updates, and service changes

We're looking for someone who  

• Love the service environment! 
• Enjoy working in a dynamic, instable and fast pace environment
• Digital native (think how we can use AI in people services)
• 6–10 years of experience in HR Shared Services / Service Management / OPEX roles
• Proven experience working with ServiceNow platforms
• Lead HR Service Excellence initiatives by integrating process optimization, SharePointbased solutions, and visual management to improve service delivery, transparency, and employee experience
• Exposure to Workday and HR operations processes strongly preferred Strong hands-on experience in ServiceNow (mandatory)
• Good understanding of Workday (HR processes and integrations)
• Advanced Excel and data analysis skills (dashboards, insights generation)
• Experience in reporting tools and performance analytics
• Design Thinking frameworks
• Continuous Improvement / OPEX methodologies
• Proven ability to translate data into actionable improvements
• Customer-centric mindset (Service Excellence focus) 
• Strong analytical and problem-solving skills 
• High ownership and accountability 
• Excellent communication and stakeholder management 
• Ability to operate in fast-paced, matrixed environments

What you'll get

Alongside meaningful work and strong development, we offer a reward package that typically includes

• Market-competitive pay and performance related rewards
• Flexible ways of working
• Support for health, wellbeing and life outside of work
• Time off to rest and recharge
• Ongoing learning and development opportunities 

#TMICC

Why join us?

This is a place for people who are passionate about ice cream and are growth obsessed - both for the business and for themselves. People who act like an owner and drive our business end-to-end. People who are driven by success to deliver more than we ever thought we could! 

You’ll thrive here if you value an inclusive culture, with low ego and hierarchy - and if you’re excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.

- Roles with real accountability and visible impact
- Free to move fast, experiment and challenge how things are done
- Continuous learning and development as the business grows
- Reward linked to performance and contribution.

Your career here is shaped by what you deliver, as you work across functions and markets and grow with the business.

Ready to build the future of Ice Cream?

If this sounds like the place where you'd thrive, we'd love to hear from you. Apply online and share your CV. We'll review your application and be in touch with the next steps.

If you are an individual with a disability and require assistance at any time during our recruitment process, please let your Talent Acquisition Partner know.

Additional information

The Magnum Ice Cream Company is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.