Head of Employee Experience

About this role

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.

ID.me is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA; Mountain View, CA; New York City, NY; or Tampa, FL. Certain roles — such as field-based sales or other remote-by-design positions — may have different work arrangements as noted in their individual postings.

At ID.me, we embrace the thoughtful use of AI tools in our daily work and there are even occasions where we leverage AI in our hiring process. However, during the interview process, we want to understand your individual skills and experiences. Therefore, we have guidelines on how AI can be appropriately used during your application and interviews which can be found here.

The Head of Employee Experience leads the team responsible for how employees interact with HR — from the tools they use to the processes they navigate to the guidance they receive. This role brings together two distinct but complementary functions: Org Effectiveness Consulting, which enables the organization on new tools, processes, and complex people problems, and HR Operations, which drives automation, transformation, and compliance across HR delivery. The unifying principle behind this team is employee self-service as a starting point, not an afterthought. Every tool, process, program, and solution the team builds or supports should be designed so employees can find answers, take action, and solve problems on their own first — with expert consulting and operational excellence backing that experience up.

This is a hands-on leadership and change management role. The Head of Employee Experience will be the driving force that aligns these two teams around a shared vision of employee experience, ensuring that innovation in one function (e.g., automation in HR Ops) translates into real enablement and adoption in the other (e.g., Org Effectiveness rollout and support). The Head of Employee Experience champions a culture of continuous learning, innovation, feedback, and operational excellence while leveraging technology, automation, AI, and analytics to improve organizational health, employee engagement, productivity, and retention.

Key Responsibilities

Team Leadership & Strategy

• Lead and develop the Org Effectiveness Consultants and HR Operations teams as one integrated Employee Experience function

• Set the strategic vision and roadmap for employee-facing HR tools, processes, and programs, with self-service as the design starting point

• Build shared goals, rituals, and ways of working across the two teams to prevent silos and duplicate effort

• Serve as a trusted advisor to executive leadership on workforce effectiveness, organizational health, and culture

Org Effectiveness Consulting

• Ensure the consulting team is equipped to enable managers and employees on new tools, process changes, and organizational initiatives

• Oversee how the team engages with complex business problems brought to HR, ensuring consistent, high-quality consulting support

• Partner with the team to translate operational and technology changes into practical enablement plans (communications, training, change management)

HR Operations, Automation & Compliance

• Drive the automation and digital transformation agenda for HR service delivery

• Ensure HR Operations maintains compliance across all processes, transactions, and systems

• Own the operational backbone that makes self-service possible — accurate data, reliable systems, clear process design

Employee Experience & Change Leadership

• Act as the primary change agent for how HR shows up for employees — simplifying, digitizing, and continuously improving the experience

• Define and track experience/service metrics (e.g., self-service adoption, resolution time, employee satisfaction, compliance metrics)

• Represent Employee Experience in broader HR and business leadership discussions, advocating for employee-centered design

Learning & Talent…