HR Service Experience Manager

Location: York (Hybrid with a minimum of 2 days a week in the office)

Salary up to £60k depending on experience.

Some of our fantastic benefits:

• Potential annual bonus
• 12 flexible days on top of 25‑day holiday entitlement

Although this is a full‑time temporary opportunity, please speak to us about what flexibility means to you as we are always open to discuss individual’s flexible working needs, don’t let this stop you from applying.

Position Summary

We have an exciting opportunity for a talented and motivated individual to lead our HR Service Experience Team in York on a 12‑month temporary contract. As part of our centralised HR Services function, you will lead a team of three as well as manage our outsourced HR administration provider to ensure a consistently high‑quality experience for employees interacting with HR. This role plays a key role in the HR Services leadership team working alongside a team of highly experienced HR professionals, shaping a best‑in‑class self‑service offering while ensuring customers can access high‑quality support when they need it.

Your impact

In this role, you will be a key member of the HR Services Leadership Team and work collaboratively across the entire HR Services function to drive continuous improvement in service delivery and end user experience. You’ll use insights and stakeholder engagement to identify challenges, influence change, and support others in delivering service excellence. You will also adopt a one team approach with our outsourced provider - maintaining a strong partnership while confidently challenging performance where needed.

You will be responsible for:

• Leading and motivating the Service Experience team, ensuring they deliver initiatives that enhance the end user experience.
• Driving performance and development within your team to enable success.
• Managing our outsourced HR Administration and Payroll provider, acting as the overall point of contact for performance, quality, cost, and service improvements, leveraging expertise from other teams and experts including Payroll.
• Managing our HR Query support offering end to end ensuring a high level of service as well as promoting self‑service across several channels.
• Handling escalations relating to the outsourced provider or wider HR Services.
• Managing issue resolution and stakeholder engagement, acting as a trusted partner across HR.
• Identifying and prioritising improvement projects as part of a wider project portfolio.
• Driving the Nestlé HR self service offering, including the governance and quality of HR content.
• Collaborating across HR Services and engaging stakeholders to identify and eliminate end user frustrations with HR systems and processes.

Your ingredients for success

We’re looking for someone who can use insight, feedback, and strong stakeholder relationships to drive meaningful improvements to services, processes, and customer interactions. You will also bring:

• Proven experience managing third party providers, with strong relationship building skills and the ability to challenge constructively.
• Commercial awareness to manage costs is essential.
• Leadership experience and strong coaching skills, with the ability to inspire your team and influence across the extended HR Services leadership team.
• A proactive and innovative mindset, with the ability to shape, drive and successfully implement initiatives.
• Strong analytical skills, with the ability to translate data into actionable insights.
• Ideally, solid experience with HR processes and systems and an understanding of how different parts of the HR function connect end to end.
• Broad HR experience, demonstrating an understanding of impacts across the wider HR landscape.

What you need to know

We will be considering candidates as they apply and we will occasionally close job advertisements early in the event we receive sufficient applicants, so please don’t delay in submitting your application.

We take pride in championing inclusion and diversity. We proudly signed the Business in the Community Race at Work Charter, are committed to Disability Confidence, and have been recognised as a Times Top 50 Employer for gender equality for three consecutive years. Additionally, we are a headline partner of Diversity and Inclusion in grocery. At Nestlé, our values are rooted in respect and we believe that embracing diversity and fostering an inclusive environment allows everyone to reach their full potential and drives innovative thinking. We strongly encourage applications from individuals of all gender identities, ethnic backgrounds, those with disabilities, parents, carers and members of the LGBT+ community. Please let us know if we can provide accommodations to ensure your full participation in the application process.