The DEX Super-Team: 5 Innovative IT Roles for the Experience-Driven Future 

The DEX Super-Team: 5 Innovative IT Roles for the Experience-Driven Future 
April 8, 2022

Digital Employee Experience (DEX) is no longer a novel concept. Today’s workplaces are increasingly digital – and a majority of business leaders recognize DEX as a top priority. But many leaders are coming to a new realization: managing DEX is too complex of an undertaking to remain one priority on an IT team’s long checklist. The modern IT department must evolve – and improving experience requires a dedicated set of DEX focused IT roles.   

This trend towards DEX specialization has already begun to transform the industry. Our research found that across the IT job market, DEX professionals are in high-demand – so much so, that DEX workers in senior leadership positions are earning 83% higher salaries than the average IT worker in the U.S.   

But if your organization has yet to make this leap, you might be asking:  

  • What are the IT roles in a DEX department?  
  • What is each team member responsible for?  
  • How does the DEX team fit into the IT department and the organization as a whole? 

We answer those questions and more in a brand-new infographic: The Experience Toolkit: Assembling a DEX Super-Team! And while you’re here, read on as we look at five IT job titles and the unique skillsets that together form the ideal DEX-driven IT team.    

5 IT Roles for the DEX Super Team 

1. Chief DEX Officer

Every team needs a leader – and the Chief DEX Officer lays the foundation for the entire DEX team, overseeing the initiatives and targets of each member. Much like a CMO dictates the planning and implementation of a marketing department’s strategy, the Chief DEX Officer is responsible for making DEX-driven projects and technologies valuable for their business. 

Additionally, the Chief DEX Officer plays a critical role in making DEX a business-wide priority, rather than a series of projects conducted in isolation by a single team. They collaborate on a regular basis with business stakeholders and other departments leaders, championing the value of DEX management. 

A DEX team will only be successful if the rest of the business understands and buys into the work they do to improve employee experience. The Chief DEX Officer leads the charge in creating DEX advocates among the rest of the leadership team and throughout the organization.  

2. Business Analyst

The role of the Business Analyst also relies heavily on communication. Their primary responsibility is to develop innovative use cases for DEX management technology – but in order to do so, they must collaborate closely with other IT teams, understanding their specific needs and determining how those needs can be met with new DEX initiatives. 

The Business Analyst ensures that the DEX team’s ongoing projects align with the priorities of other teams, both within and outside of the IT department. While developing new use cases, they play the role of internal consultant for other teams whose own projects will benefit from the innovations being done by the DEX team. 

3. Proactive Analyst

Proactivity – the ability to solve problems before employees know they exist – is the most crucial priority of a successful DEX Team. A positive employee experience is a seamless one, where they don’t have to resort to submitting tickets and complaining about issues impacting their productivity. 

The Proactive Analyst ensures the success of the team’s proactive IT initiatives. They continuously monitor both hard metrics and employee sentiment, proactively identifying potential issues that might impact IT health and cause problems for employees. This real-time information facilitates the creation of proactive improvement plans, which the Proactive Analyst deploys in collaboration with IT service teams.  

4. Technical Analyst

A DEX team is only as effective as the data they have at their disposal. The role of the Technical Analyst ensures the standardization and consistency of the experience data that powers all of the team’s ongoing innovation and improvement projects. 

The Technical Analyst also leverages this experience data to build technical DEX content, including customized dashboards and investigations. Their expertise and deep understanding of data analysis is a tool they use to educate and inform the rest of the team, the entire IT department, and developers who collaborate with the DEX team on integrations and APIs.        

5. Sentiment Analyst

Cutting-edge technology and deep technical data are only two pieces of the DEX puzzle. The voice of employees is also critical – as employees have pain points, needs, concerns, and preferences that no amount of hard data will be able to uncover. The Sentiment Analyst serves as the thread that connects the DEX team to the employees that their initiatives aim to satisfy.   

They actively collect employee feedback through targeted engagement campaigns, seeking to understand the issues that workers face from a more human perspective. The Sentiment Analyst uses this feedback to provide context to the rest of the team, building a DEX strategy that perfectly balances employee sentiment and technical data to improve experience. 

Want to learn more about what makes a successful Digital Employee Experience Super-Team? Be sure to check out our brand-new infographic and find out why the growing importance DEX management is redefining the future of IT:  

The Experience Toolkit: Assembling a DEX Super-Team

Sam Holzman is a DEX Analyst at Nexthink, a global leader in Digital Employee Experience. Sam covers breaking news stories and industry trends in the IT technology sector.Learn More

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