Senior UX Insights Specialist

The End User Experience (EUX) Score is the single quantitative measure of digital workplace experience across the organization, built from a range of operational data sources, and surfaced through interactive dashboards.

This role is taccountable for understanding why the score moves and responsible for how it is defined. The position sets and maintains the model behind the score, ensures each monthly cycle is correct and explainable, and drives the improvement agenda that keeps the score reflecting genuine user needs.

This is a senior role that spans the full analytical scope of experience measurement — methodology, data integrity, and reporting — and adds ownership, leadership, and mentoring on top. The role will lead root-cause analysis, represent the score in governance and leadership forums, and act as a guiding hand and technical mentor to the insights team. It works in close partnership with the service owners, delivery partners, UX Center, and UX leadership.
 

• Define and maintain the definition of the score — the underlying model, pillar weightings, and methodology, evolve the methodology over time, proposing and justifying new metrics, weightings, and data sources so the score continues to reflect genuine user needs.

• Ensure the score is produced correctly and on time each month.

• Oversee the experience dashboard and supporting reporting, including access levels and user documentation, maintain the score reporting template and monthly governance materials.
• Guide and quality-check the team that runs these activities day-to-day, serving as the senior reviewer and escalation point.
• Lead root-cause analysis of monthly score movements and clearly explain the drivers and impact.

• Identify automation and process-improvement opportunities, build actionable plans (tasks, owners, timelines), and track them to closure.

• Support the roll-out of improvement initiatives with minimal disruption while owning the budget associated.

• Provide analytical input to executive oversight, keeping score strategy aligned with the broader UX and digital organization.

You Have:

• Bachelor’s or master’s degree with 6+ years of experience in data analytics, experience measurement, or service/experience-management insights, with demonstrated ownership of a metric, index, or scoring model end-to-end.
• Strong quantitative foundation — statistical methods, weighting and normalization, and the ability to design and defend a scoring methodology.
• Hands-on experience with data querying and data-quality validation across multiple sources.
• Advanced dashboarding and data-visualization skills (e.g., Power BI); experience with digital-experience and IT-service data sources strongly preferred.
• Proven root-cause analysis skills — translating metric movements into clear, business-relevant narratives with excellent stakeholder communication, including the ability to explain complex methodology to non-technical leadership and present in governance forums.
• Experience mentoring or technically guiding analysts, setting standards and reviewing others' work.

Good to Have:

• Background in End User Experience, Digital Workplace, or IT service experience measurement.
• Familiarity with experience-monitoring concepts (digital employee experience, user sentiment, service quality) and experience working with managed-service or delivery partners and driving automation of analytical processes.