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

New York Life Insurance Co•New York, NY

1d•Hybrid

About The Position

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.

Requirements

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 Haves

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

Responsibilities

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
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
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
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
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
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