Kym leads transformative initiatives to elevate the employee IT experience from the ground up. Kym has redefined how technology services are delivered—designing a more intuitive ServiceNow ticketing platform with both fix agents and employees in mind and leading a full redesign of the employee portal to streamline access and usability.
She built and now leads a dedicated Experience Design team responsible for launching the company’s first Experience Level Agreements (XLAs), with more on the horizon. Under her direction, the organization has also modernized its device fleet, rolling out AI-powered and 5G-enabled hardware to support a more future-ready workforce.
Kym is also a key partner in aligning cybersecurity initiatives with user-centric design—ensuring that security doesn’t come at the expense of employee productivity. Her work exemplifies how thoughtful, experience-first strategies can bridge operational excellence with human-centric outcomes.

Presenting:

• Session 205: Driving Transformation through Experience Management and XLAs