HR Digital Employee Experience Analyst

The Digital Employee Experience Analyst is part of the HR Digital Employee Experience & Engagement team and reports to the Manager, 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 APAC employees and stakeholders by ensuring regional HR content, policies, programs, and digital experiences are accurately represented and optimized for local employee needs across APAC countries.
Essential Job Duties (Specific responsibilities and tasks an individual would be expected to perform in the role. Additional job duties may be determined by functional people manager)
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 APAC.
Ensure APAC employee needs, language considerations, and local business requirements are reflected in HR content and digital experiences.
Support APAC stakeholder engagement activities and content validation efforts, partnering with in-region HR teams.
#LI-Hybrid
Required Skills and Experience (Specific skills, knowledge, and experience that an individual must possess in order to successfully perform in job)
5+ years of experience in Human Resources, Employee Services, Knowledge Management, Employee Experience, Digital Operations, HR Technology, or related fields.
Experience with ServiceNow HRSD, ServiceNow Employee Center Pro (EC Pro), Moveworks, Workday, or similar employee experience platforms.
Skilled in HTML and CSS.
Experience creating, maintaining, or governing employee-facing content or knowledge resources.
Strong written communication and content development skills.
Demonstrated ability to analyze data and identify trends, risks, and opportunities.
Strong organizational skills with the ability to manage multiple priorities simultaneously.
Experience collaborating across cross-functional teams and stakeholder groups.
Demonstrated problem-solving and continuous improvement mindset.
Ability to work independently while balancing regional and global priorities.
Experience working in a global or multinational environment.
Experience supporting multilingual or localized content strategies.
Comfort working with AI tools for content generation, analysis, and summarization (baseline AI literacy).
Required Education and Training (As applicable - Specific education and training that an individual must possess in order to successfully perform in job)
Bachelor's degree in Human Resources, Business Administration, Communications, Information Systems, Organizational Development, or a related field.
Equivalent combination of education and relevant experience may be considered.
Working Conditions (As applicable - Any physical requirements for the job. If not applicable, state “none”)
None.
Preferred Skills and Experience (As applicable - Specific skills, knowledge, and experience that are not required to perform the job, but are desirable to have)
Experience supporting knowledge management, content governance, or digital transformation initiatives.
Experience with conversational AI, chatbot technologies, search optimization, or digital self-service programs.
Familiarity with employee experience, UX principles, service delivery operations, or process improvement methodologies.
Experience working in a global or multinational environment.
Experience supporting multilingual or localized content strategies.
Knowledge of HR service delivery models and employee lifecycle processes.
Experience using analytics and reporting tools to drive operational decisions and continuous improvement.

Employment type
Full-time

Work arrangement
Hybrid