VX-One
DEX (Digital Employee Experience) Analyst
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Most organisations have dashboards that tell them when infrastructure is down. Far fewer can close the gap between knowing something is wrong, understanding what employees actually experience, and fixing it. That gap is what VX-One exists to remove, and this role sits right at the heart of it.
ABOUT VX-ONE
VX-One is a managed Digital Employee Experience (DEX) service built on Microsoft Azure and the Nexthink platform. Continuous telemetry across devices, applications and identity gives our customers a clear view of their digital estate, and our DEXOps operating model gives them the means to act on it.
An insight becomes a remediation action. The action is measured. The result is evidenced at the next review. Where a fix holds up on one estate it goes into our remediation library and is reused across others, so every engagement makes the next one faster.
What our customers are buying is the outcome: avoidable cost taken out of the estate, recurring issues removed at source, and a workforce that spends less of its day working around its own technology. Progress is tracked against agreed Key Value Indicators and a five-level DEX maturity model, so improvement is evidenced rather than asserted.
THE ROLE
The organisation review is the centre of our service, and the DEX Analyst owns the data it is built on. Your job is to understand a customer, their estate and the way their people work, then turn what the data shows into value: spotting trends, finding where an environment is underperforming or carrying avoidable cost and risk, making clear recommendations and helping drive the outcomes the customer is working towards.
This is an analytical, customer-facing role. It is less about running the platform day to day and more about interpreting data, then telling the story clearly enough that a customer understands where and why to act.
Alongside customer work, you will also be the first point of contact for internal IT support at VX-One. The two sit together by design: the tooling we use to diagnose a customer estate is the tooling we use on our own, and supporting colleagues day to day keeps the customer-facing analysis grounded in how people really work.
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Underpinning everything is a shift in how success is measured. We move customers from service level agreements towards experience level agreements, where the measure is the quality of the digital experience people actually receive.
WHAT YOU WILL DO
Customer analytics
- Run organisation reviews across customer estates using Nexthink data and related DEX tooling, building an accurate picture of devices, applications, identity and employee experience
- Interrogate telemetry to find trends, anomalies and improvement opportunities, separating genuine signal from noise
- Turn findings into clear, prioritised recommendations tied to what the customer cares about: cost, waste, experience, productivity, risk or sustainability
- Present data and insight simply, so technical and non-technical audiences alike understand what the numbers mean and what to do next
- Evidence movement against each account's Key Value Indicators and supply the analysis behind day 30, 60 and 90 reviews
- Assess where a customer sits on the DEX maturity model and help them move along it
- Work with delivery colleagues to move recommendations into remediation, closing the loop from insight to action
- Bring data-led narratives into sales and customer success conversations, from early pre-sales through to renewal, including the estate analysis behind Validation Events
- Contribute reusable fixes back to the remediation library
Internal IT support
- Act as first point of contact for internal IT requests across the business
- Triage tickets, prioritise by impact, resolve at first line where you can and escalate the rest with the detail the next person needs
- Administer the internal endpoint estate through Intune and Autopilot, covering build, enrolment, policy, patching and app deployment
- Handle joiners, movers and leavers, including accounts, licences, access and devices
- Run Nexthink against our own estate the way we run it against a customer's, so problems are fixed before anyone reports them
- Identify recurring issues and engineer them out at source
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WHAT YOU WILL BRING
- Working knowledge of Nexthink, or comparable experience with another DEX or endpoint analytics platform
- Strong analytical skills, with the confidence to dig into data, test assumptions and explain what you find
- A clear, concise way of presenting data and building a narrative that helps a customer see where to improve
- A good understanding of the modern digital workplace: Windows, Intune, Autopilot and identity
- Experience in a user-facing IT support role, with the patience and clarity to help colleagues of varying technical confidence
- Practical service desk experience, including triage, prioritisation and escalation through an ITSM tool
- Hands-on administration of Microsoft 365 and Entra ID
- Comfort querying a live platform in front of a customer to support a scoping conversation
- The credibility to engage customers directly and earn their trust
Nice to have
- Nexthink certification and hands-on experience with NQL and remote actions
- Experience building or improving a support process from scratch
- Familiarity with ITSM tooling such as HaloITSM or ServiceNow
- Awareness of XLA measurement, Key Value Indicators and DEXOps operating models
- Exposure to sustainability and ESG reporting drawn from device telemetry
WHO YOU ARE
You write clearly and are comfortable that written artefacts are a primary output of the role. You declare problems early rather than absorbing them. You are patient with people of varying technical confidence, and you are at home in a small, fast-moving company where process is still being built.
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