IT Digital Employee Experience (DEX) Team Leader

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.

The Information Technology (IT) group at KLA is involved in every aspect of the global business. IT’s mission is to enable business growth and productivity by connecting people, process, and technology. It focuses not only on enhancing the technology that enables our business to thrive but also on how employees use and are empowered by technology. This integrated approach to customer service, creativity and technological excellence enables employee productivity, business analytics, and process excellence.

Job Description

Key Responsibilities:

Team management:

• Lead and mentor a team of DEX specialists
• Assign tasks, set priorities, and manage team workload
• Conduct regular performance evaluations and provide feedback

Problem and resolution management:

• Identify trends in recurring issues and initiate problem investigations
• Lead and facilitate root cause analysis sessions for complex IT problems
• Apply various problem-solving methodologies (e.g., 5 Whys, fishbone)
• Document findings and recommendations from root cause analyses
• Oversee the development of permanent solutions for identified problems
• Collaborate with various IT teams to implement fixes and preventive measures

Knowledge Management:

• Maintain a knowledge base of problem solutions and workarounds
• Ensure proper documentation of DEX and problem-solving processes and outcomes
• Promote knowledge sharing within the team and across the IT department

User Experience Optimization:

• Analyze user feedback and usage data to identify pain points
• Design and implement improvements to streamline digital processes
• Ensure consistency and quality of digital experiences across various platforms

Continuous Improvement:

• Analyze problem-solving and DEX metrics and KPIs to identify areas for improvement
• Implement process improvements to enhance problem-solving efficiency
• Oversee the implementation and integration of new DEX solutions

Collaboration and Communication:

• Work closely with IT departments to align DEX initiatives
• Communicate DEX strategies and initiatives to stakeholders
• Facilitate cross-functional projects to improve overall employee experience
• Develop and oversee training programs for DEX platform and processes

Metrics and Reporting:

• Establish KPIs to measure the effectiveness of DEX initiatives
• Regularly report on DEX metrics and ROI
• Use data-driven insights to inform future DEX strategies and improvements

Minimum Qualifications

• Bachelor's degree in Information Technology or related field
• 5+ years of experience in IT, with a focus on employee-facing technologies
• Proven leadership experience in managing technical teams
• Experience with DEX platforms such as Aternity, Systrack – advantage
• Strong understanding of user experience (UX) principles and design thinking
• Excellent communication and interpersonal skills
• Experience with project management and change management
• Knowledge of current trends in workplace technology and digital transformation

We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.

KLA is proud to be an equal opportunity employer