Job Description
The Digital Employee Experience Analyst is part of the HR Digital Employee Experience & Engagement team and reports to the Director, Digital Employee Experience. This role creates, maintains, and optimizes employee-facing HR knowledge content while monitoring the performance of conversational AI and digital self-service tools that support the employee experience. The Analyst partners with HR Content Owners and cross-functional stakeholders to ensure content accuracy, governance, and findability, and uses employee feedback, search analytics, and AI performance data to identify opportunities for improvement, contributing to a consistent, high-quality, employee-centric digital experience. This position supports employees and stakeholders across Mexicali and the Americas by ensuring regional HR content, processes, language requirements, and digital experiences are accurately represented and optimized for local employee needs.

Essential Job Duties

Knowledge & Content Management

Create, maintain, review, and optimize employee-facing HR knowledge content.

Ensure content complies with established governance standards, taxonomy, metadata, and content guidelines.

Conduct periodic audits to evaluate content quality, relevance, accuracy, and completeness.

Support content lifecycle management activities, including creation, review, publishing, updates, and retirement.

Coordinate content reviews and validation activities with designated HR Content Owners.

Support content consolidation initiatives to establish and maintain a single source of truth for HR information.





Structure and tag content to support accurate retrieval by AI agents and conversational tools, applying retrieval-ready formatting and metadata practices.

Conversational AI Operations & Optimization

Monitor conversational AI and digital self-service performance to identify opportunities for improvement.

Review employee feedback, search analytics, unresolved inquiries, escalation trends, and AI response effectiveness.

Identify knowledge gaps and recommend improvements to enhance employee support experiences.

Translate employee feedback and AI insights into content improvements and new knowledge opportunities.

Support testing, validation, and continuous improvement of conversational AI capabilities and digital experiences.

Assist in monitoring localization and language requirements to improve regional employee support experiences.

Monitor emerging agentic AI capabilities, such as automated workflow completion and knowledge handoff, and assess opportunities to extend digital support beyond conversational Q&A.;

Review AI-generated responses for accuracy, bias, and hallucination risk, escalating governance concerns in partnership with IT and Legal as needed.

Employee Experience & Engagement





Analyze employee feedback and user behavior to identify friction points and opportunities for service improvement.

Partner with stakeholders to improve content findability, usability, and accessibility, applying recognized accessibility standards (e.g., "WCAG") where applicable.

Support employee experience research, pilots, and digital experience improvement initiatives.

Advocate for employee-centric design principles across self-service, content, and AI experiences.

Analytics & Continuous Improvement

Monitor and report on self-service adoption, content utilization, answer helpfulness, search effectiveness, content health, and AI performance metrics.

Develop recommendations to improve employee satisfaction, content quality, and operational efficiency.

Support governance reviews, quality assurance activities, reporting, and operational audits.

Track experience-level indicators, such as how digital tools affect employee productivity and satisfaction, alongside traditional adoption and utilization metrics.

Regional Support Responsibilities

Serve as the regional point of contact for digital experience, content, and AI-related operational activities across Mexico and Latin America.

Ensure regional employee needs, language considerations, and local business requirements are reflected in HR content and digital experiences across Mexico and Latin America.

Support stakeholder engagement activities and content validation efforts across the Mexicali site and broader Latin America region.

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📌 HR Digital Employee Experience Analyst (Centro Cívico)
🏢 Intuitive
📍 Centro Cívico