Job Description

Location Designation: Hybrid - 3 days per week

We 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 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. 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.

At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact.

Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress.

As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it.

Our Benefits

We 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

Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported. By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities. Click here to learn more about New York Life’s leadership in this space.​

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com

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Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees’ needs.

Job Requisition ID: 94037