Location Designation: Hybrid - 3 days per week
Role OverviewWe are seeking a hands-on Digital Employee Experience (DEX) Lead to drive the next phase of maturity for our enterprise DEX capabilities, with a focus on Nexthink platform optimization, service operations integration, and user sentiment intelligence.
This role will go beyond strategy, owning the engineering, operationalization, and continuous improvement of our DEX ecosystem. Playing a critical role in transforming how we detect, correlate, and resolve employee experience issues by integrating DEX insights with platforms such as ServiceNow and PagerDuty, while building a more proactive and data-driven support model.
What You'll Do:DEX Platform Ownership & Maturity- Own and evolve the Nexthink platform, driving increased adoption, coverage, and use-case maturity across endpoints and services
- Develop and maintain DEX use cases, campaigns, and automation workflows to proactively identify and remediate user experience issues
- Establish best practices for telemetry, dashboards, and experience scoring
Operational Excellence & Problem Management- Lead the maturation of problem management practices, leveraging DEX insights to identify root causes and reduce recurring incidents
- Partner with ITSM teams to shift from reactive support to proactive issue prevention and experience engineering
- Define and implement experience-driven SLAs/XLAs
Event Correlation & Orchestration- Design and enhance ticket correlation and event orchestration between Nexthink, ServiceNow, and PagerDuty
- Improve signal-to-noise ratio by implementing intelligent alerting, deduplication, and prioritization strategies
- Enable automated workflows for incident creation, enrichment, and routing
User Sentiment & Experience Insights- Build and scale a robust user sentiment program, leveraging surveys, campaigns, and behavioral data
- Correlate qualitative sentiment with quantitative telemetry to drive actionable insights
- Establish feedback loops to continuously improve employee experience
Cross-Functional Leadership- Partner with End User Computing (EUC), Infrastructure, Service Management, and HR teams to align on experience goals
- Act as a bridge between engineering and experience, translating data into business impact
- Mentor team members and elevate DEX engineering capabilities across the organization
Measurement & Continuous Improvement- Define and track experience KPIs (DEX scores, sentiment, MTTR, ticket deflection, etc.)
- Drive continuous improvement through data-driven insights and automation
- Regularly report on experience trends, risks, and opportunities to leadership
What You'll Bring:- 5-8+ years of experience in Digital Employee Experience, EUC engineering, or IT service operations
- Deep hands-on experience with Nexthink (or similar DEX platforms) including campaigns, dashboards, and integrations
- Strong experience with ITSM and event management tools such as ServiceNow and PagerDuty
- Proven track record in problem management, root cause analysis, and operational process improvement
- Experience designing event correlation, alerting strategies, and automation workflows
- Familiarity with user sentiment analysis and experience measurement frameworks (DEX, XLAs)
- Strong analytical mindset with the ability to translate data into actionable outcomes
- Excellent communication skills and ability to influence technical and business stakeholders
Nice to Have- Experience with automation/scripting (PowerShell, Python, etc.)
- Knowledge of endpoint management platforms (Intune, SCCM, etc.)
- Exposure to observability or AIOps tools
- Experience in large, complex enterprise environments
Pay TransparencySalary Range:
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Our BenefitsWe provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.Click hereto discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Job Requisition ID: 94037
