Analyst, Digital Employee Experience (DEX) Operations & Analytics

Sony Corporation of America, located in New York, NY, is the U.S. headquarters of Sony Group Corporation, based in Tokyo, Japan. Sony's principal U.S. businesses include Sony Electronics Inc., Sony Interactive Entertainment LLC, Sony Music Entertainment, Sony Music Publishing and Sony Pictures Entertainment Inc. With some 900 million Sony devices in hands and homes worldwide today, a vast array of Sony movies, television shows and music, and the PlayStation Network, Sony creates and delivers more entertainment experiences to more people than anyone else on earth. To learn more: . Position SummaryThe Analyst, Digital Employee Experience (DEX) Operations & Analytics supports the End User Support & Productivity (EUSP) organization by leveraging data, analytics, reporting, and Digital Employee Experience technologies to improve employee experience, support effectiveness, and operational decision-making. This role is ideal for a highly analytical, self-motivated individual who enjoys identifying trends, solving problems through data, and contributing to the evolution of modern support organizations. The Analyst will work closely with EUSP leadership, Technical Field Engineers (TFEs), Global Service Desk, engineering teams, and business stakeholders to transform operational and employee experience data into actionable insights that drive continuous improvement. The role serves as a key contributor to EUSP's transition toward a more proactive, data-driven, and AI-enabled support model by identifying trends, measuring outcomes, supporting DEX platform initiatives, and helping prioritize opportunities that improve both employee experience and support efficiency.This position will be on a Hybrid schedule with 3 days per week in the San Diego, CA or New York, NY office. Job ResponsibilitiesDEX Platform Operations & Enablement * Support the ongoing development and maturity of the DEX platform by helping manage enhancement requests, reporting needs, and use-case opportunities. * Support the intake, documentation, prioritization, and tracking of DEX-related requests, including dashboards, investigations, alerts, campaigns, remote actions, workflows, and analytics requirements. * Evaluate new DEX features, releases, library content, and capabilities to identify opportunities that support employee experience and operational improvements. * Maintain inventories of DEX dashboards, investigations, automations, workflows, use cases, and related documentation. * Support the champions in the adoption and best practice implementation of the DEX platform across the organization through the documentation of SOPs, knowledge transferring and training. * Monitor platform utilization, adoption, data quality, coverage, and reporting effectiveness. * Partner with technology teams, support organizations, and vendors to maximize the value of DEX capabilities across EUSP and other infrastructure departments in the organization.DEX Analytics & Employee Experience Reporting * Analyze endpoint, application, collaboration, device, and employee sentiment data to identify trends impacting employee productivity and technology experience. * Develop and maintain DEX dashboards, investigations, NQL queries, DEX score reporting, and operational analytics. * Establish experience baselines and monitor trends related to: * Device health and reliability * Startup and login performance * Application performance and stability * Microsoft 365 experience * Microsoft Teams performance * Connectivity and network experience * Endpoint compliance * Software adoption * Employee sentiment and experience indicators * Correlate DEX data with ticketing, support, device, geography, and business-unit information to identify recurring experience patterns and opportunities for improvement. * Identify operational insights and potential proactive support opportunities before employees submit suppor