Senior Digital Employee Experience Engineer, IT Client Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and guide the Digital Employee Experience (DEX) roadmap, backlog, and governance processes.

• Promote the adoption of AI-driven solutions, self-healing automation, and proactive support models.

• Act as the main business owner for the capabilities of the DEX platform.

• Lead a team of DEX analysts and experience specialists who monitor endpoint telemetry, employee sentiment, and data related to digital experiences.

• Convert DEX insights into prioritized remediation initiatives for Client Engineering, End User Computing, Service Desk, Infrastructure, application support, IT Asset Management, and various operational teams.

• Oversee product backlogs, define requirements, prioritize fixes, and align solutions with business objectives and employee experience outcomes.

• Manage change controls, release management, testing strategies, and production deployments for DEX-related fixes and enhancements.

• Ensure that remediation activities are validated, tested, and approved through established change management and governance processes.

• Develop and implement communication, adoption, and change management strategies for updates to endpoints, operating system changes, application enhancements, and remediation campaigns.

• Create and disseminate employee-facing communications regarding upcoming changes, benefits, impacts, and recommended actions.

• Initiate targeted digital experience campaigns aimed at educating employees, enhancing technology adoption, collecting feedback, and improving productivity and satisfaction.

• Establish closed-loop processes to transform DEX insights into actionable items, assess effectiveness, and inform roadmap decisions.

• Define, monitor, and report on KPIs related to productivity, digital experience, service desk demand reduction, automation effectiveness, device performance, and technology investment optimization.

⛳️ Requirements

• Preferred: Bachelor's degree in Information Technology, Business Administration, Engineering, Information Systems, or a related field.

• Preferred: 7+ years of experience in DEX Product Management (Nexthink, TeamViewer, or other DEX tools).

• Preferred: 3+ years of experience managing enterprise-wide programs or products that span various technology and business functions.

• Preferred: Demonstrated experience in developing and executing strategic roadmaps, product backlogs, and multi-year transformation initiatives.

• Preferred: Proven capability to lead large-scale initiatives through influence, collaboration, and stakeholder alignment without direct authority.

• Preferred: Experience in translating business objectives into technical requirements, operational execution plans, and measurable outcomes.

• Preferred: Exceptional written and verbal communication skills, including the ability to present recommendations, roadmaps, and outcomes to senior leadership, and collaborate with the communications team to execute end-user DEX communication campaigns.

• Preferred: Strong understanding of critical endpoint management performance metrics and enterprise end-user computing environments.

• Preferred: Experience with ServiceNow management and workflow automations.

• Preferred: Strong knowledge of MS Office applications (Excel, PowerPoint, Word, and Outlook).

• Ability to travel at least 10-15% of the time, if necessary.

• Capability to analyze complex datasets and present insights in an easily digestible format.

• Advanced knowledge and understanding of concepts, principles, and technical capabilities necessary for managing a wide variety of projects.

• Ability to contribute to the development of policies and procedures.

• Ability to work on or lead complex projects of significant scope.

• Ability to mentor less experienced colleagues.

🏝️ Benefits

• Bonus eligible

• Medical, dental, and vision coverage

• Paid time off plan

• Health savings account (HSA)

• 401k savings plan

• Access to wages before payday with myFlexPay

• Flexible spending accounts (FSAs)

• Short- and long-term disability coverage

• Work-Life resources

• Paid parental leave

• Healthy lifestyle programs

• Flexible remote work arrangement (Country-wide Remote)