Employee Experience Manager

The Employee Experience Manager is a leadership role responsible for owning and continuously improving the end-to-end employee experience, engagement, culture, and local HR services in Costa Rica. You will ensure that people programs are employee‑centric, compliant, scalable, and aligned with business priorities.

You will provide strategic direction and oversight for local employee experience, engagement and culture initiatives, and HR services delivery in Costa Rica. You will act as a trusted partner to business leaders and HR stakeholders, ensuring strong alignment between local employee needs, regional standards, and Experian’s broader people and culture strategy.

Key Responsibilities

Employee Experience, Engagement & Culture

• Own and evolve the employee experience and engagement strategy for Costa Rica, aligned with the Experian Way and People First philosophy.
• Ensure consistent, positive employee experience across the full lifecycle, including onboarding, employee support, transitions, and offboarding.
• Lead local engagement and culture initiatives to reinforce values, behaviors, and a strong sense of belonging.
• Oversee employee experiences, ensuring cultural integration, connection, engagement and retention.
• Govern employee-facing programs (e.g., engagement activities, benefits, education reimbursement, local initiatives) to ensure clarity, equity, and strong employee experience.
• Leverage employee feedback, engagement data, and insights to identify risks, priorities, and improvement opportunities.
• Partner with Internal Communications, TA, I&B, and ERGs to deliver culture, inclusion, and employer initiatives.
• Enable employee voice through listening sessions, focus groups, town halls, pulse and GPTW surveys, and other engagement forums.

HR Services Oversight & Governance

• Provide strategic oversight of local HR services, ensuring employee-centric delivery, compliance, and operational excellence.
• Set direction for local people services across benefits, onboarding, lifecycle processes, and employee support.
• Ensure clear ownership, service accountability, and effective communication across HR services.

Total Rewards Strategy & Market Competitiveness 

• Lead Costa Rica Total Rewards and benefits strategy in partnership with NA COEs 
• Lead compensation and benefits benchmarking strategy using market data 
• Build partnerships with external institutions (e.g., PROCOMER, CINDE) 
• Act as primary point of contact for Total Rewards COE 
• Advise stakeholders on compensation positioning and workforce decisions 

Benefits Governance & Optimization 

• Own governance of the local benefits catalogue 
• Define frameworks for benefits design and eligibility 
• Evaluate benefits effectiveness and drive improvements 
• Lead development of business cases for benefits enhancements 

Vendor Management & Service Experience 

• Lead partnerships and negotiations with brokers and benefits vendors 
• Ensure vendor performance through SLAs and service expectations 
• Ensure high-quality employee service experience 
• Drive continuous improvement with vendors 

HR Analytics, Insights & Continuous Improvement 

• Own HR metrics and analytics for Costa Rica 
• Integrate internal and external data for insights. Use employee experience, engagement, and service metrics to guide priorities and decisions.
• Translate insights into recommendations for leadership 
• Drive continuous improvement, automation, service optimization and change management initiatives

Policy, Compliance & Risk

• Own governance of local benefits administration, vendor performance, renewals, and escalations.
• Ensure compliance with Costa Rica labor law and statutory requirements across HR and employee experience processes.
• Lead responses to audits, inspections, and complex statutory or labor cases in partnership with Work r\Relations and HR stakeholders.
• Own the annual policy attestation process and local compliance governance.

Health, Safety & Wellbeing

• Oversee health and safety compliance, including risk insurance, ergonomics, home‑working programs, and statutory requirements.
• Represent management in health & safety committees and guide resolution of escalated cases.

• 5+ years of experience in employee experience, engagement, HR operations, or people services leadership roles.
• Proven ability to lead teams and balance strategic and operational responsibilities.
• Experience managing vendors, benefits, engagement programs, and governance cycles.
• Fluent in English and Spanish.
• Bachelor’s degree in HR, Business Administration, Law, Psychology, or related field; master’s preferred.
• Strong employee experience and engagement leadership, focused on trust, belonging, and retention.
• Strong stakeholder influence, service mindset, and clear bilingual communication
• Proven ability to coach, develop, and enable high performing teams.
• Sound judgment in complex, sensitive, and high risk people and compliance matters.
• Ability to balance employee advocacy, business priorities, and regulatory requirements.

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.