Corporate Vice President - Experience Lead - Digital Employee Experience (DEX)

Location Designation: Hybrid - 3 days per week Role Overview We are seeking a hands‑on Digital Employee Experience (DEX) Lead to drive the next phase of maturity for our enterprise DEX capabilities. The role focuses on Nexthink platform optimization, service operations integration, and user sentiment intelligence. It goes beyond strategy, owning the engineering, operationalization, and continuous improvement of the DEX ecosystem. The Lead will transform how we detect, correlate, and resolve employee experience issues by integrating DEX insights with platforms such as ServiceNow and PagerDuty, and building a more proactive, 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 Transparency Salary 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. Employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program. #J-18808-Ljbffr New York Life