Modern Workplace – Digital Experience Lead

Overview

In this Digital Employee Experience role, you guide the governance and continual improvement of DEX services across Managed Services accounts, with a core focus on Nexthink and experience analytics. You partner with account teams and senior leads to shape adoption, track benefits, and drive service improvements that enhance employee experience and operational outcomes. You act as the account-facing DEX lead, translating data into roadmaps and value reporting while enabling cross-functional collaboration.

Pay / Benefits

• flexible work options
• continuous learning and development opportunities
• tailored benefits

Responsibilities

• Shape and govern DEX adoption across Managed Services accounts in collaboration with senior specialists and account teams
• Owner of account-level DEX plans, maturity assessments, backlog management, benefit tracking, and reporting
• Govern Nexthink usage across accounts including dashboards, data quality, campaigns, alerts and value reporting
• Coordinate operational teams to triage and convert DEX insights into service improvements
• Drive consistency of DEX operating models, processes, standards, and handover across accounts
• Facilitate regular DEX reviews to identify trends, risks, blockers and automation opportunities
• Support onboarding of new accounts into the DEX service model with governance cadence and reporting expectations
• Collaborate with EUC, Service Desk, Incident, Problem, Automation and Service Management teams to embed DEX in BAU
• Contribute to post-issue reviews using Nexthink telemetry to propose remediation plans
• Communicate DEX findings to clients and internal stakeholders in business language
• Stay updated on Nexthink capabilities and related trends to maintain service relevance
• Provide practical governance advice to maximize DEX tooling and operating models for managed accounts
• Maintain and review account roadmaps, improvement plans, and DEX maturity assessments
• Act as daily coordination point between account leadership and UK DEX specialist owner
• Produce governance documentation, dashboards, and service improvement packs
• Support onboarding, transition and handover of DEX capability into operations
• Track actions, risks, dependencies and value from DEX reviews to ensure progress
• Explain and promote DEX and Nexthink value to stakeholders linking insights to outcomes

Key requirements

• Extensive experience in End User Compute, Modern Workplace, Service Management or DEX, preferably in Managed Services
• Strong understanding of DEX principles and how analytics improve performance and user outcomes
• Hands-on experience with Nexthink or similar DEX platforms (dashboards, investigations, campaigns, remote actions, alerts)
• Ability to manage multiple account roadmaps, improvement plans, and deadlines
• Strong governance, stakeholder management, and communication skills to engage technical and non-technical stakeholders
• Experience turning data-led findings into repeatable processes and automation opportunities
• Proven ability to lead service reviews, workshops and working groups with clear follow-through
• Excellent documentation skills
• Self-motivated, structured, proactive and capable of driving momentum
• Ability to work with diverse, technically experienced resources across multiple accounts

• strong communication
• stakeholder management
• proactive problem solving
• Nexthink or comparable DEX platforms
• PowerShell
• Power Automate

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