Senior Technical Specialist (DEX)

Overview

Senior Technical Specialist (DEX) role implementing and using digital employee experience (DEX) tools to continuously measure and improve employee experience, supporting the evolution of the AI strategy and an AI-enabled workforce.

What you'll do

• Manage the DEX life cycle as part of the core DEX team: assess needs, develop use cases, build and maintain digital personas and journey maps.
• Measure and publish reports on DEX scores, including technology performance and adoption and employee sentiment.
• Monitor technology performance and adoption across enterprise technology.
• Integrate qualitative and quantitative data sources into effective data visualizations to assess digital employee satisfaction and engagement levels.
• Leverage actionable insights to understand causes of digital friction and optimise employee productivity; act on insights through automated self-healing or reinforcing employee behavioral change.
• Iterate to continuously improve business outcomes.
• Integrate DEX tool sentiment functionality and measures into employee listening processes and tools.
• Partner with cross-functional teams to understand technology dependence and workflows, and identify how DEX tools can monitor and proactively improve core business activities.
• Measure and set business outcomes, KPIs, experience-level agreements (XLAs) and objectives and key results (OKRs).
• Ensure the most important enterprise technologies (devices and applications) are supported by the DEX tool.
• Stay up to date on best practices for the DEX tool.
• Leverage and mentor IT champions and enablement agents to communicate new capabilities and gather employee feedback.
• Align DEX strategy to promote workforce digital dexterity, continuous endpoint engineering and elimination of administrative overhead through automation.
• Educate IT operations staff on technical skills and best practices related to DEX.
• Carry out deployment, feature validation and maintenance; configuration and customization; alignment with business and IT requirements.
• Build reporting and dashboards, including persona/role-based dashboards delivering actionable insights.
• Plan the DEX product roadmap and manage vendor relationships.
• Integrate DEX with ITSM platforms, self-service catalog (ServiceNow), agentic capabilities, endpoint management and security tools.
• Create, publish and communicate knowledgebase articles on DEX tools and related automation/self-healing techniques.
• Integrate DEX into IT processes (ITSM, SecOps, DevOps, ITOM, ITAM, etc.) to improve quality and stability of technology and services.
• Collaborate with employee technology engineering and IT security teams on endpoint security and compliance, configuration, patching and vulnerability management.
• Collaborate with operations, asset management and procurement teams to optimize technology refresh life cycles based on consumption rather than time.

What you'll need

• 6 to 10 years of experience within a large, complex and multinational organization.
• 5 years of experience implementing DEX tools to enable proactive endpoint management with associated analytics and automation.
• 5 years' experience with Database/Data Warehouse technologies such as RedShift, PostgreSQL or Snowflake.
• Experience with structured data analytics and reporting platforms and data visualization tools (PowerBI or Tableau).
• Experience using automation and scripting tools and languages (e.g., PowerShell, Bash, Python).
• Experience with establishing a digital persona and journey mapping.
• Experience with standard IT operations frameworks (e.g., ITIL).
• Knowledge of machine learning/data science theory, techniques, and tools.
• Working knowledge of: ITSM platforms; digital experience and network performance monitoring tools such as Nexthink; desktop and application virtualization; endpoint management and security tools; identity and access management (IAM) tools; Microsoft Windows; Apple macOS; Microsoft 365 and Google Workspace; Generative AI (GenAI).
• Passionate about DEX and cognizant of the latest digital trends.

Details

• Location: Hyderabad, Bangalore (Karnataka) or Telangana, India.
• Hybrid work model: 2-3 days a week in the office depending on the role.