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 trends across devices, collaboration tools, applications, network services, and support functions.
Measure business impact associated with experience improvements.
Reporting & Insights
Build executive dashboards and operational reporting for leadership teams.
Translate complex data into actionable insights and recommendations.
Present trends, risks, and improvement opportunities to stakeholders.
Develop recurring scorecards highlighting experience performance across services.
Experience Improvement Programs
Identify productivity blockers and experience pain points.
Partner with service owners to create improvement plans.
Measure the effectiveness of improvement initiatives and validate outcomes.
Support continuous improvement initiatives aligned to Workforce Experience and EMM objectives.




Stakeholder Engagement
Collaborate with Infrastructure, Service Desk, End User Computing, Collaboration, Security, and Application teams.
Facilitate workshops to identify experience gaps and define improvement actions.
Support vendor management activities by evaluating experience outcomes against contractual commitments and XLAs.
Governance & Framework Development
Establish experience measurement standards and governance processes.
Support adoption of experience-centered service management practices.
Ensure alignment between business objectives, employee experience outcomes, and operational performance metrics.
Qualification
sEducatio
nBachelor's Degree in Information Technology, Business Analytics, Computer Science, Information Systems, or related discipline
.Experienc
e3–7+ years of experience in
:Digital Employee Experience (DEX
)IT Service Management (ITSM
)Service Improvemen
tBusiness Intelligenc
eData Analytic
sWorkforce Experience Program
sPreferred Experienc
eExperience with platforms such as
:Nexthin
kControlU
pLakesid
eHappySignal
sServiceNo
wMicrosoft Power B
IMicrosoft Viva Insight
sPower Platfor
m
Required Skil
lsTechnical Skil
lsData analysis and visualizati
onPower BI reporting and dashboard developme
ntITSM and service management concep
tsExperience Level Agreements (XLA) methodologi
esSurvey and sentiment analys
isKPI and metric developme
ntStatistical analysis and trend identificati
onBusiness Skil
lsExecutive presentation skil
lsStorytelling with da
taProblem-solving and critical thinki
ngStakeholder manageme
ntContinuous improvement methodologi
esBusiness case developme
nt

📌 Nexthink Engineer (Xla Analyst) (México)
🏢 Aptonet
📍 México