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: www.sony.com/en .

Position Summary

The 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 Responsibilities

DEX 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 support tickets.

Conduct before-and-after analyses of technology changes, deployments, automations, and support initiatives to measure impact and effectiveness.

Ticket Auditing & Support Analytics

Perform recurring reviews and audits of support tickets across EUSP support organizations.

Analyze incidents, service requests, escalations, support trends, and recurring issues to identify improvement opportunities.

Identify recurring support patterns, process inefficiencies, knowledge gaps, and opportunities for proactive remediation.

Cross-reference ticket data against DEX insights to determine whether earlier detection, automation, self-service, or proactive communications could have reduced support effort.

Produce recurring reports and recommendations focused on improving operational efficiency, user experience, and support effectiveness.

Support Problem Management and Continuous Improvement efforts through data-driven analysis and reporting.

Dashboards, Reporting & Data Analysis

Develop, maintain, and continuously improve operational, executive, and DEX-focused dashboards.

Leverage SQL and reporting tools to analyze large datasets and transform findings into actionable insights.

Support the creation and maintenance of:

Executive scorecards

Operational KPI dashboards

DEX performance reporting

Service health reporting

Adoption scorecards

Trend and root-cause analyses

Develop recurring reports highlighting service performance, employee experience, device health, support trends, and operational outcomes.

Support reporting automation efforts that improve reporting accuracy, consistency, scalability, and efficiency.

Partner with stakeholders to translate business requirements into effective data visualizations and reporting solutions.

DEX Platform Adoption & Utilization Reporting

Track and report on DEX platform adoption, utilization, and feature engagement.

Develop reporting that measures platform usage, dashboard utilization, investigation activity, campaign participation, and overall DEX program maturity.

Analyze adoption trends and identify opportunities to improve engagement and platform value.

Support measurement of business outcomes generated through DEX initiatives and platform investments.

Produce recurring adoption scorecards for operational leaders and stakeholders.

Data Quality & Process Improvement

Act as a steward for support reporting data quality by identifying opportunities to improve ticket categorization, data consistency, and reporting reliability.

Identify gaps in data collection, operational processes, and reporting methodologies that limit effective analysis and decision-making.

Support documentation of KPI definitions, data sources, reporting methodologies, and dashboard requirements.

Analyze employee feedback, sentiment data, survey results, and support metrics to identify service improvement opportunities.

Contribute recommendations that strengthen reporting capabilities, proactive support initiatives, and DEX program maturity.

Maintain operational documentation, procedures, and reporting standards.

Executive Reporting & Operational Insights

Support the creation of executive-level scorecards, presentations, and reporting packages.

Translate technical and operational data into clear, leadership-ready insights and recommendations.

Assist with operational reviews, business updates, quarterly reviews, and strategic reporting initiatives.

Develop recurring reporting packages that highlight:

Trends

Risks

Opportunities

Adoption metrics

Service outcomes

Employee experience indicators

Business value realization

Present findings effectively to both technical and non-technical audiences.

Automation Opportunity Identification

Analyze support data and DEX insights to identify opportunities for automation, self-service, and proactive support.

Assist in documenting requirements and business cases for new automation and DEX initiatives.