IT Digital Employee Experience (DEX) Team Leader

Company Overview

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.

Group/Division

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