Modern Workplace - Digital Experience Lead
The team you'll be working with: As part of this Digital Employee Experience (DEX) role, you will be involved in governing, managing and continually improving DEX services across NTT DATA Managed Services accounts. The role will have a primary focus on Nexthink, using experience data, telemetry and automation to improve employee experience, operational outcomes and account value. You will have a natural aptitude for building strong relationships with clients, account stakeholders and operational teams. Given the nature of our Managed Service clients and sectors you may be required to obtain security clearance. What you'll be doing:
- Work with the Senior Specialist owner for DEX in the UK, Solution Leads, Service Delivery Managers and account teams to shape and govern DEX adoption across Managed Services accounts
- Act as an account-facing Modern Workplace - Digital Experience Lead, translating client objectives, experience data and service issues into clear account roadmaps
- Own and maintain account-level DEX plans, maturity assessments, improvement backlogs, benefit tracking and reporting packs
- Support the governance of Nexthink across accounts, including platform usage, data quality, dashboards, remote actions, investigations, campaigns, alerts and value reporting
- Coordinate operational teams to ensure DEX insights are triaged, prioritised and converted into service improvement activity
- Drive consistency in DEX operating models, processes, standards, documentation and handover across accounts
- Facilitate regular DEX reviews with account teams, identifying trends, risks, adoption blockers and opportunities for automation or proactive remediation
- Support onboarding of new accounts into the DEX service model, ensuring prerequisites, ownership, governance cadence and reporting expectations are understood
- Work with EUC, Service Desk, Major Incident, Problem, Automation and Service Management teams to embed DEX insight into BAU operations
- Contribute to pre-issue/post-issue reviews using Nexthink telemetry and wider service data to recommend practical remediation plans
- Utilise excellent communication skills to interface with clients, internal teams and senior stakeholders, explaining DEX findings in business language
- Stay up to date with Nexthink capabilities, DEX practices, Microsoft Modern Workplace trends and automation opportunities to ensure the service remains relevant and valuable
- Provide Managed Services accounts with practical, industry-leading advice and governance to help them make the most of DEX tooling and operating models
- Help build, maintain and review account roadmaps, improvement plans and DEX maturity assessments
- Act as the day-to-day coordination point between account leadership, operational teams and the UK DEX specialist owner
- Produce high quality governance documentation, dashboards, reporting summaries and service improvement packs
- Support the smooth onboarding, transition and handover of DEX capability into operational teams
- Track actions, risks, dependencies and value outcomes from DEX reviews, ensuring activity does not stall after recommendations are made
- Explain and promote the value of DEX and Nexthink to internal and external stakeholders, linking technical insight to user experience and service outcomes
- Demonstrable understanding of DEX principles and how experience analytics can be used to improve operational performance and user outcomes
- Practical experience with Nexthink or comparable DEX platforms, including dashboards, investigations, campaigns, remote actions, alerts and experience scoring
- Ability to manage multiple account roadmaps and service improvement plans without losing control of actions, owners, risks and deadlines
- Strong governance, stakeholder management and communication skills, including the ability to engage technical resources, service leads and client stakeholders
- Experience working with operational teams to turn data-led findings into repeatable processes, automation opportunities and measurable outcomes
- Ability to facilitate service reviews, workshops and working groups with confidence and clear follow-through
- Excellent documentation skills are mandatory
- Highly committed, motivated and self-starting - must be able to create structure, drive momentum and escalate blockers rather than waiting for a steer from above
- Ability to work with a diverse group of technically experienced resources across multiple accounts
- Prior experience of working in a multi-client or multi-vendor Managed Services environment is highly desirable
- Experience helping to define or operate DEX governance models, service catalogues, reporting frameworks and adoption plans
- Good understanding of Microsoft Intune, Windows, Microsoft 365, endpoint performance, device health, application experience and collaboration experience
- Competent with scripting and automation concepts such as PowerShell, Nexthink Remote Actions and Power Automate
- Familiarity with ITIL, ServiceNow, Problem Management, Continual Service Improvement and operational reporting
- Relevant Nexthink, Microsoft 365, ITIL or service management certifications