HRSD Product and Knowledge Lead

Job Description This role offers a rare opportunity to shape how HR shows up for every employee, every day. As the HR Service Delivery Product and Knowledge Lead, you will lead askHR, UL Solutions’ global HR portal and primary entry point for HR support.

This role exists to define, govern, and elevate the HR service delivery experience, acting as the single accountable owner for askHR as a global platform and knowledge ecosystem supporting more than 15,000 employees.

You will directly influence how employees access HR services at scale, with measurable impact on HR efficiency, risk reduction, service quality, and employee confidence in HR support

Responsibilities HRSD Product Owner, platform and digital experience

• Own the HR service delivery experience end to end, with accountability for design, usability, scalability, and performance across askHR, cases, search, chat, workflows, and automation.
• Drive the HRSD roadmap, making prioritisation decisions that balance employee experience, HR capacity, technical debt, and risk.
• Serve as the primary business lead for the HRSD platform in partnership with IT, accountable for outcomes rather than configuration alone.
• Own platform health and evolution, including release impact assessment, risk evaluation, adoption strategy, and value realisation.
• Own the askHR digital experience, with full accountability for how services, content, and transactions are surfaced globally.
• Work with stakeholders to ensure HR services are delivered in line with agreed expectations, standard processes, and the intended use of askHR, including following up on cases, reinforcing ways of working, and supporting training where needed.
• Run microsite and digital change governance, setting standards for intake, prioritisation, design, and publishing cadence.
• Manage digital campaigns and portal communications to intentionally shift employee behaviour toward self-service and efficient resolution.

Knowledge Lead, content and governance

• Own HR knowledge strategy and quality, with accountability for accuracy, compliance, and consistency across regions and HR domains.
• Lead knowledge governance and review cycles, ensuring content is validated, current, and compliant, with clear ownership and escalation paths.
• Serve as the ServiceNow Knowledge Management subject matter expert, owning design decisions related to workflows, taxonomy, metadata, permissions, and lifecycle management.
• Act as the final decision authority on global knowledge standards and publishing exceptions when required.
• Use analytics to identify knowledge gaps, duplication, and improvement opportunities, and drive measurable change rather than reporting alone.
• Ensure knowledge supports case deflection, reduced repeat inquiries, and strong first contact resolution at enterprise scale.
• Maintain a consistent, employee friendly voice across all askHR content so the experience feels clear, human, and easy to navigate.
• Partner with regional People Operations teams and subject matter experts to keep content current, while governing how and where local variation is surfaced.

Shared ownership and continuous improvement

• Own reporting and insights across platform and knowledge, with accountability for improving enterprise HR service delivery outcomes over time.
• Establish clear, repeatable enterprise ways of working that reduce reliance on informal workarounds and individual knowledge.

Qualifications

• Bachelor’s degree in HR, Business, Information Systems, Communications, Digital Content, or a related field, or equivalent experience.
• experience owning or leading a digital product or platform, with accountability for roadmap, prioritisation, and outcomes.
• Experience working with HR Service Delivery platforms such as ServiceNow, including employee portals, case management, workflows, and knowledge management.
• Strong writing, editing, and content governance skills, with the ability to maintain a clear employee voice.
• Strong stakeholder management skills, with comfort operating as a single accountable owner.
• Analytical mindset, comfortable using data to drive material change in service delivery.
• Practical, detail oriented approach with a strong focus on clarity, simplicity, and employee experience.

About Us A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers’ product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers’ products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.