Digital Experience Analyst

Job Description

Job Description:

The Customer Experience (CX) team within IT is responsible for ensuring that technology services deliver seamless, efficient, and positive experiences for associates and end users. The team gathers feedback through surveys and analytics (e.g., XLA, CES, CSAT), identifies pain points across IT touchpoints such as service desks, applications, and hardware, and drives initiatives to improve satisfaction, usability, and adoption. By combining user insights with operational data, the CX team aligns IT outcomes with business value and employee productivity.

What will be your key responsibilities?

• Serve as a secondary point of contact for incident management on key digital platforms (e.g., HappySignals, Marta, IT Portal), ensuring SLAs are met through timely escalation and coordination.

• Maintain and govern data quality within HappySignals and ServiceNow to ensure accurate experience metrics (XLAs).

• Monitor and analyze user feedback via surveys, focus groups, and escalations to assess satisfaction and identify trends.

• Translate customer insights into actionable recommendations for service reviews and continuous improvement initiatives.

• Partner with internal and third-party Digital teams to close experience gaps - proposing new demands or process enhancements.

• Support change adoption by guiding business users through new features or platform refreshes with clear communication and training.

• Promote customer-centric behaviors across technology teams through collaboration and influence.

What are we looking for?

• ITSM certification (e.g., ITIL) - preferred.

• Training in Design Thinking or User Experience - preferred.

• Good understanding of the functional area gained through formal education or a good amount of practice (ex, service desk or customer care centres).

• Data analysis skills using Power BI or similar tools (Databricks experience is a plus).

• Foundational understanding of IT systems and support processes. Excellent verbal and written communication skills in English.

What can you expect from Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.

• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.

• Best-in-class learning and development support from day one, including access to our in-house Mars University.

• An industry competitive salary and benefits package, including company bonus.

#TBDDT