Analyst, Digital Employee Experience (DEX) Operations & Analytics

Sony•San Diego, CA

3d•$90,000 - $110,000•Hybrid

About The Position

The Analyst, Digital Employee Experience (DEX) Operations & Analytics supports Sony Corporation of America’s End User Support & Productivity (EUSP) organization through data analysis, reporting, and DEX technologies to improve employee experience, support effectiveness, and operational decision-making. The role works with EUSP leadership, Technical Field Engineers, the Global Service Desk, engineering teams, vendors, and business stakeholders to turn operational and employee experience data into actionable insights and continuous improvements. It contributes to the organization’s shift toward proactive, data-driven, and AI-enabled support by measuring outcomes, identifying trends, supporting DEX platform initiatives, and prioritizing opportunities. The position supports DEX platform operations and adoption; analyzes endpoint, application, collaboration, device, ticketing, and employee sentiment data; and creates dashboards, investigations, queries, scorecards, reports, and recommendations. It also audits support tickets, evaluates service and employee experience trends, identifies data-quality and process improvements, prepares executive reporting, and assesses opportunities and outcomes for automation, self-service, and proactive support. The position follows a hybrid schedule with three days per week in the San Diego, California, or New York, New York office.

Requirements

Bachelor’s degree, or currently completing a degree, in Computer Science, Data Analytics, Information Systems, Business Analytics, Economics, Engineering, or a related field.
Strong analytical and problem-solving skills, including the ability to identify trends, patterns, and opportunities in large datasets.
Experience with SQL querying and data analysis.
Experience creating dashboards, reports, or data visualizations.
Strong Microsoft 365 skills, including Excel, PowerPoint, and Teams.
Excellent written and verbal communication skills.
Strong organizational and documentation skills.
Ability to manage multiple priorities and work independently with limited supervision.
Demonstrated curiosity, initiative, and desire to drive measurable business value through data.

Nice To Haves

Familiarity with Digital Employee Experience (DEX) concepts or platforms.
Familiarity with IT Service Management (ITSM) concepts, ticketing systems, and support operations.
Experience with Power BI, Tableau, or similar reporting platforms.
Exposure to service desks, endpoint management, workplace technology, or enterprise IT environments.
Understanding of Microsoft technologies, including Microsoft 365, Intune, Entra ID, Teams, and Windows.
Interest in AI, automation, proactive support models, and employee experience improvement.

Responsibilities

Support development and maturity of the DEX platform by managing enhancement requests, reporting needs, and use-case opportunities.
Intake, document, prioritize, and track DEX requests, including dashboards, investigations, alerts, campaigns, remote actions, workflows, and analytics requirements.
Evaluate DEX features, releases, library content, and capabilities for opportunities to improve employee experience and operations.
Maintain inventories and documentation for DEX dashboards, investigations, automations, workflows, and use cases.
Support DEX platform adoption and best practices through SOP documentation, knowledge transfer, and training.
Monitor DEX platform utilization, adoption, data quality, coverage, and reporting effectiveness.
Partner with technology teams, support organizations, and vendors to maximize DEX capabilities across EUSP and other infrastructure departments.
Analyze endpoint, application, collaboration, device, and employee sentiment data to identify trends affecting productivity and technology experience.
Develop and maintain DEX dashboards, investigations, NQL queries, DEX score reporting, and operational analytics.
Establish experience baselines and monitor trends in device health, startup and login performance, application performance, Microsoft 365 and Teams experience, connectivity, endpoint compliance, software adoption, and employee sentiment.
Correlate DEX data with ticketing, support, device, geography, and business-unit information to identify recurring patterns and improvement opportunities.
Identify potential proactive support opportunities before employees submit tickets.
Conduct before-and-after analyses of technology changes, deployments, automations, and support initiatives to measure impact and effectiveness.
Perform recurring reviews and audits of support tickets across EUSP support organizations.
Analyze incidents, service requests, escalations, and recurring issues to identify improvements, inefficiencies, knowledge gaps, and opportunities for proactive remediation.
Cross-reference ticket data with DEX insights to assess whether earlier detection, automation, self-service, or proactive communications could reduce support effort.
Produce recurring reports and recommendations to improve operational efficiency, user experience, and support effectiveness; support Problem Management and continuous improvement.
Develop, maintain, and improve operational, executive, and DEX-focused dashboards using SQL and reporting tools to turn large datasets into actionable insights.
Support executive scorecards, operational KPI dashboards, DEX performance reporting, service health reporting, adoption scorecards, and trend and root-cause analyses.
Develop recurring reports on service performance, employee experience, device health, support trends, and operational outcomes.
Support reporting automation to improve accuracy, consistency, scalability, and efficiency.
Translate stakeholder business requirements into effective data visualizations and reporting solutions.
Track and report on DEX platform adoption, utilization, feature engagement, dashboard use, investigation activity, campaign participation, and program maturity.
Analyze adoption trends, identify ways to improve engagement and platform value, and measure business outcomes from DEX initiatives and investments.
Produce recurring DEX adoption scorecards for operational leaders and stakeholders.
Steward support reporting data quality by identifying improvements to ticket categorization, data consistency, and reporting reliability.
Identify gaps in data collection, operational processes, and reporting methodologies that limit analysis and decision-making.
Document KPI definitions, data sources, reporting methodologies, dashboard requirements, procedures, and reporting standards.
Analyze employee feedback, sentiment data, survey results, and support metrics to identify service improvements.
Contribute recommendations to strengthen reporting, proactive support, and DEX program maturity.
Support executive-level scorecards, presentations, reporting packages, operational reviews, business updates, quarterly reviews, and strategic reporting.
Translate technical and operational data into clear, leadership-ready insights and recommendations, and present findings to technical and non-technical audiences.
Develop recurring reporting packages covering trends, risks, opportunities, adoption metrics, service outcomes, employee experience, and business value realization.
Analyze support data and DEX insights to identify automation, self-service, and proactive support opportunities.
Document requirements and business cases for automation and DEX initiatives and measure the effectiveness and business impact of implemented solutions.
Track metrics such as ticket reduction, recurring issue elimination, proactive resolution opportunities, and support effort reduction.
Collaborate with support and engineering teams to prioritize opportunities based on business impact, user experience, and operational value.
Perform other duties as assigned.
Maintain honesty, trustworthiness, and ethical conduct in carrying out the role’s responsibilities.

Benefits

Comprehensive medical, prescription drug, dental, and vision coverage, including coverage for spouses or domestic partners and dependent children.
Access to a Health Savings Account (HSA) and Flexible Spending Account (FSA).
Employee assistance plan and behavioral health benefits.
Fertility benefits, including surrogacy, and adoption assistance programs.
Basic and supplemental life insurance for employees, with supplemental coverage also available for spouses or domestic partners and children.
Voluntary group legal, identity theft protection, accident, and hospital indemnity insurance.
Short-term and long-term disability plans.
Up to 12 weeks of paid parental and caregiver leave.
401(k) plan with pre-tax, Roth, and after-tax options, company match, and immediate vesting.
Education assistance and student loan programs.
Flexible work arrangements, including hybrid schedules.
Vacation, paid holidays, sick leave, Summer Fridays (early release), and a winter break between Christmas and New Year’s Day, based on business needs.
Referral bonuses, subject to eligibility.
Matching gift program.
Employee business resource groups.
Discounts on Sony products.
Employee stock purchase plan, with Sony covering commissions and fees for eligible purchases through after-tax payroll deductions.
Annual bonus target of 7%.