{"id":2768451,"url":"https://alion.io/job/sony-group-analyst-digital-employee-experience-dex-operations-analytics","title":"Analyst, Digital Employee Experience (DEX) Operations & Analytics","company":{"id":125,"name":"Sony Group","domain":"sony.com","url":"https://alion.io/company/sony-group","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":18,"ghost_share":0,"stale_share":0.889,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["San Diego, United States","New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":90000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Microsoft Teams","optional":false},{"name":"Service Desk","optional":false},{"name":"SQL","optional":false},{"name":"ITSM","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"Power BI","optional":true},{"name":"Tableau","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-16T00:00:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-27T19:30:21Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"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.\nPosition Summary\nThe 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.\nThis 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.\nThe 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.\nThis position will be on a Hybrid schedule with 3 days per week in the San Diego, CA or New York, NY office. \nJob Responsibilities\nDEX Platform Operations & Enablement\nSupport the ongoing development and maturity of the DEX platform by helping manage enhancement requests, reporting needs, and use-case opportunities. \nSupport the intake, documentation, prioritization, and tracking of DEX-related requests, including dashboards, investigations, alerts, campaigns, remote actions, workflows, and analytics requirements. \nEvaluate new DEX features, releases, library content, and capabilities to identify opportunities that support employee experience and operational improvements. \nMaintain inventories of DEX dashboards, investigations, automations, workflows, use cases, and related documentation. \nSupport 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. \nMonitor platform utilization, adoption, data quality, coverage, and reporting effectiveness. \nPartner with technology teams, support organizations, and vendors to maximize the value of DEX capabilities across EUSP and other infrastructure departments in the organization. \nDEX Analytics & Employee Experience Reporting\nAnalyze endpoint, application, collaboration, device, and employee sentiment data to identify trends impacting employee productivity and technology experience. \nDevelop and maintain DEX dashboards, investigations, NQL queries, DEX score reporting, and operational analytics. \nEstablish experience baselines and monitor trends related to: \nDevice health and reliability \nStartup and login performance \nApplication performance and stability \nMicrosoft 365 experience \nMicrosoft Teams performance \nConnectivity and network experience \nEndpoint compliance \nSoftware adoption \nEmployee sentiment and experience indicators \nCorrelate DEX data with ticketing, support, device, geography, and business-unit information to identify recurring experience patterns and opportunities for improvement. \nIdentify operational insights and potential proactive support opportunities before employees submit support tickets. \nConduct before-and-after analyses of technology changes, deployments, automations, and support initiatives to measure impact and effectiveness. \nTicket Auditing & Support Analytics\nPerform recurring reviews and audits of support tickets across EUSP support organizations. \nAnalyze incidents, service requests, escalations, support trends, and recurring issues to identify improvement opportunities. \nIdentify recurring support patterns, process inefficiencies, knowledge gaps, and opportunities for proactive remediation. \nCross-reference ticket data against DEX insights to determine whether earlier detection, automation, self-service, or proactive communications could have reduced support effort. \nProduce recurring reports and recommendations focused on improving operational efficiency, user experience, and support effectiveness. \nSupport Problem Management and Continuous Improvement efforts through data-driven analysis and reporting. \nDashboards, Reporting & Data Analysis\nDevelop, maintain, and continuously improve operational, executive, and DEX-focused dashboards. \nLeverage SQL and reporting tools to analyze large datasets and transform findings into actionable insights. \nSupport the creation and maintenance of: \nExecutive scorecards \nOperational KPI dashboards \nDEX performance reporting \nService health reporting \nAdoption scorecards \nTrend and root-cause analyses \nDevelop recurring reports highlighting service performance, employee experience, device health, support trends, and operational outcomes. \nSupport reporting automation efforts that improve reporting accuracy, consistency, scalability, and efficiency. \nPartner with stakeholders to translate business requirements into effective data visualizations and reporting solutions. \nDEX Platform Adoption & Utilization Reporting\nTrack and report on DEX platform adoption, utilization, and feature engagement. \nDevelop reporting that measures platform usage, dashboard utilization, investigation activity, campaign participation, and overall DEX program maturity. \nAnalyze adoption trends and identify opportunities to improve engagement and platform value. \nSupport measurement of business outcomes generated through DEX initiatives and platform investments. \nProduce recurring adoption scorecards for operational leaders and stakeholders. \nData Quality & Process Improvement\nAct as a steward for support reporting data quality by identifying opportunities to improve ticket categorization, data consistency, and reporting reliability. \nIdentify gaps in data collection, operational processes, and reporting methodologies that limit effective analysis and decision-making. \nSupport documentation of KPI definitions, data sources, reporting methodologies, and dashboard requirements. \nAnalyze employee feedback, sentiment data, survey results, and support metrics to identify service improvement opportunities. \nContribute recommendations that strengthen reporting capabilities, proactive support initiatives, and DEX program maturity. \nMaintain operational documentation, procedures, and reporting standards. \nExecutive Reporting & Operational Insights\nSupport the creation of executive-level scorecards, presentations, and reporting packages. \nTranslate technical and operational data into clear, leadership-ready insights and recommendations. \nAssist with operational reviews, business updates, quarterly reviews, and strategic reporting initiatives. \nDevelop recurring reporting packages that highlight: \nTrends \nRisks \nOpportunities \nAdoption metrics \nService outcomes \nEmployee experience indicators \nBusiness value realization \nPresent findings effectively to both technical and non-technical audiences. \nAutomation Opportunity Identification\nAnalyze support data and DEX insights to identify opportunities for automation, self-service, and proactive support. \nAssist in documenting requirements and business cases for new automation and DEX initiatives. \nSupport measurement of the effectiveness and business impact of implemented automation solutions. \nTrack metrics such as ticket reduction, recurring issue elimination, proactive resolution opportunities, and support effort reduction. \nCollaborate with support and engineering teams to prioritize opportunities based on business impact, user experience improvements, and operational value. \nOther Duties as assigned \nHonesty, trustworthiness and ethical conduct are material requirements for the responsibilities outlined above \nRequired Qualifications\nBachelor's degree or currently completing a degree in Computer Science, Data Analytics, Information Systems, Business Analytics, Economics, Engineering, or a related field. \nStrong analytical and problem-solving skills with the ability to identify trends, patterns, and opportunities within large datasets. \nExperience with SQL querying and data analysis. \nExperience creating dashboards, reports, or data visualizations. \nStrong Microsoft 365 skills, including Excel, PowerPoint, and Teams. \nExcellent written and verbal communication skills. \nStrong organizational and documentation skills. \nAbility to manage multiple priorities and work independently with limited supervision. \nDemonstrated curiosity, initiative, and desire to drive measurable business value through data. \nPreferred Qualifications\nFamiliarity with Digital Employee Experience (DEX) concepts or platforms such as DEX. \nFamiliarity with IT Service Management (ITSM) concepts, ticketing systems, and support operations. \nExperience with Power BI, Tableau, or similar reporting platforms. \nExposure to service desks, endpoint management, workplace technology, or enterprise IT environments. \nUnderstanding of Microsoft technologies, including Microsoft 365, Intune, Entra ID, Teams, and Windows. \nInterest in AI, automation, proactive support models, and employee experience improvement. \nWe are committed to creating an inclusive employee experience for you to thrive as part of Sony’s purpose to “fill the world with emotion through the power of creativity and technology.”\nBenefits:\nSCA offers benefits-eligible employees (generally regular employees scheduled to work 20 or more hours a week) a comprehensive benefits program that offers coverage and support for employees and their family’s physical, emotional, and financial well-being.\nWhat we offer you:\nComprehensive medical, prescription drug, dental, and vision coverage with coverage for spouses/domestic partners and child dependents, including access to a Health Savings Account (HSA) and Flexible Spending Account (FSA) \nEmployee assistance plan and comprehensive behavioral health benefits \nFertility benefits, including, surrogacy, and adoption assistance programs \nBasic and supplemental life insurance for employees as well as supplemental life insurance coverage for their spouses/domestic partners and children \nVoluntary benefits such as group legal, identity theft protection, accident, and hospital indemnity insurance \nShort-term & long-term disability plans \nUp to 12 weeks of paid parental and caregiver leave \n401(k) Plan with pre-tax, Roth, and after-tax options and company match with immediate vesting \nEducation assistance and student loan programs \nOther Programs:\nFlexible Work Arrangements, including hybrid work schedules \nTime off to include vacation, paid holidays, sick leave, Summer Fridays (early release), and a winter break between Christmas and New Year’s Day (based on business needs) \nReferral bonuses (subject to eligibility) \nMatching gift program \nA wide variety of employee business resource groups (EBRGs) \nSpecial discounts on Sony products, offered exclusively to Sony employees \nEmployee stock purchase plan (Sony covers commissions and fees for your Sony stock purchases made through after-tax payroll deductions) \nThe anticipated annual base salary for this position is $90,000 to $110,000. In addition to the annual base salary, this role has an annual bonus target of 7%. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offe...","description_format":"text","description_chars":14007,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Education assistance","Flexible schedule","Hybrid work","Insurance coverage","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Japan","iso":"JP","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["DeFi","Crypto Exchanges","Film Production","Music Industry"],"lifecycle":[{"event":"open","at":"2026-10-17T05:08:20Z"}],"visa":[],"liveness":{"score":59,"band":"ok","label":"Likely open","p_open":1,"p_active":0.588,"p_room":1,"age_days":11,"expected_fill_days":33,"reasons":["conf:14","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":110000,"is_top_pay":true},"html_url":"https://alion.io/job/sony-group-analyst-digital-employee-experience-dex-operations-analytics","json_url":"https://alion.io/job/sony-group-analyst-digital-employee-experience-dex-operations-analytics.json","meta":{"generated_at":"2026-10-28T00:31:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":596,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":125},"rest":"https://alion.io/mcp/rest/get_company?id=125"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsony-group-analyst-digital-employee-experience-dex-operations-analytics"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsony-group-analyst-digital-employee-experience-dex-operations-analytics"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsony-group-analyst-digital-employee-experience-dex-operations-analytics"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sony-group-analyst-digital-employee-experience-dex-operations-analytics\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsony-group-analyst-digital-employee-experience-dex-operations-analytics"}]}