Director, DEX (Digital End User Experience) Monitoring Practice Lead

About this role

About the Role

Overview: We are seeking a highly skilled Global DEX Lead to enhance our monitoring, alerting, and self-healing capabilities across the organization. This role is pivotal in leading and advancing a global DEX Center of Excellence (CoE) dedicated to optimizing digital tools for our global workforce. The ideal candidate will have extensive experience in a metrics-driven environment, focusing on measuring and continuously improving performance and employee sentiment towards company-provided technology.

In this role, you will drive near real-time processing of aggregated data from endpoints, applications, employee sentiment, and organizational context. This will generate actionable insights, drive self-healing automations, optimize support, enable operations with advanced capabilities and enhance employee engagement. The focus will shift from technology management to delivering business value.

Key Responsibilities:

• Develop and Execute Strategy: Build the go-forward DEX product strategy to align with the objectives of monitoring, measuring, and transforming technology initiatives and deliver against KPIs.

• Team Management: Lead a diverse, global, cross-functional team to develop scalable and sustainable, data-driven, user-centric solutions.

• Platform Management: Oversee the DEX platform to ensure reliability, performance, and deliver outcomes aligned with business strategy.

• Compliance: Ensure adherence to InfoSec controls and industry standards.

• Financial Management: Manage financial resources, including budgeting, forecasting, and cost optimization for supported products.

• Data Analysis: Utilize data to identify trends, make informed decisions, and drive continuous improvement.

• Stakeholder Collaboration: Engage with stakeholders to understand their needs and incorporate feedback into the tools capabilities

• Technology Trends: Stay updated on emerging technologies and best practices in DEX.

• Project Management: Oversee and drive global initiatives, including participation in M&A activities.

• Global Expansion: Assist in expanding the global footprint of Digital Workplace teams, designing optimal models, and executing end-to-end employee lifecycle processes.

Qualifications:

• Experience: Minimum 10 years in the Digital Workplace field, with proven leadership experience at a senior level.

• Technical Skills: Proficiency in desktop technologies, operating system architecture, virtual endpoint technologies, ITIL, platform integration, ticketing systems, and incident management.

• Data Expertise: Skilled in data ETL frameworks and visualization, with a strong background in digital employee experience toolkits and frameworks.

• Agile Methodology: Experience in Agile methodology, coaching, and mentoring.

• Problem-Solving: Excellent problem-solving, networking, and performance management skills.

• Stakeholder Management: Ability to establish strong relationships and influence executive stakeholders.

• Strategic Staffing: Experience in managing strategic partners to achieve shared outcomes with clear accountabilities, standards, and metrics.

• Project Delivery: Proven track record of delivering complex multi-regional projects.

• Leadership: Strong leadership skills with the ability to manage a diverse team.

• Communication: Excellent communication, negotiation, and interpersonal skills.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity Employer.  We evaluate qualified applicants without regard to age, disability, family status, gender identity, race, religion, sex, sexual orientation and other protected attributes at law.