XLA Analyst

Position Summary

The XLA Analyst is responsible for measuring, analyzing, and improving the digital employee experience by leveraging Experience Level Agreements (XLAs), Digital Employee Experience (DEX) platforms, operational analytics, and user feedback. This role partners with Technology, Workforce Enablement, Service Management, Infrastructure, and Business teams to identify experience gaps, uncover productivity friction, and drive data-driven improvements that enhance employee satisfaction, productivity, and business outcomes.

Key Responsibilities

Experience Measurement & Analytics

• Develop, maintain, and evolve XLA frameworks, experience scorecards, and success metrics.
• Analyze employee experience data from DEX platforms, surveys, service management tools, and operational systems.
• Establish experience baselines and identify opportunities for improvement.
• Track and report experience tr...