Job Summary

The Lead – Endpoint Analytics & Governance is responsible for driving the Digital Employee Experience (DEX) and Endpoint Analytics strategy through effective governance, stakeholder engagement, vendor management, and data-driven insights. The role is responsible to work and manage Endpoint Analytics platforms, including Nexthink and Microsoft Device Analytics, ensuring service performance, data quality, reporting excellence, and continuous improvement initiatives are delivered in alignment with business objectives.

The position leverages Power BI and analytics capabilities to transform endpoint and user experience data into actionable insights, enabling proactive decision-making, service optimization, risk mitigation, and improved employee productivity. Working closely with End User Services, Engineering, Service Desk, business stakeholders, and managed service partners, the role drives governance, service performance management, experience-led improvements, and strategic transformation initiatives across the global endpoint environment.

Key Responsibilities

Strategy
•    Define and drive the Endpoint Analytics and Digital Employee Experience (DEX) roadmap leveraging Nexthink, Device Analytics, and Power BI.
•    Establish global standards, governance, and reporting frameworks for endpoint health, user experience, and service performance.
•    Identify opportunities for proactive issue detection, automation, and experience improvements through data-driven insights.
•    Partner with Product, engineering, and business stakeholders to align analytics initiatives with organizational objectives and employee experience goals.

Business
•    Own the delivery and continuous improvement of Endpoint Analytics services, ensuring measurable business outcomes and user experience improvements.
•    Translate complex endpoint and operational data into actionable insights and executive-level reporting through Power BI dashboards.
•    Quantify benefits from analytics-driven initiatives, including productivity gains, reduction in incidents, improved device performance, and support cost optimization.
•    Act as the primary analytics SME for Nexthink, Device Analytics, and Power BI across End User Support function.

Processes
•    Manage BAU operations of Nexthink and Endpoint Analytics platforms, ensuring data quality, platform health, and reporting accuracy.
•    Design, develop, and maintain Power BI dashboards, KPIs, scorecards, and self-service reporting capabilities.
•    Monitor endpoint experience metrics including device performance, application reliability, login experience, collaboration tools, and user sentiment.
•    Analyse trends, identify root causes, and provide data-driven recommendations to reduce recurring endpoint issues and improve service stability.
•    Develop proactive monitoring, alerting, and automated remediation opportunities using Nexthink insights and platform capabilities.
•    Collaborate with Service Desk, Engineering, Workplace Technology, and Vendor teams to drive corrective and preventive actions.
•    Establish and maintain KPI frameworks for endpoint performance, digital experience, service quality, and operational effectiveness.
•    Deliver regular operational, tactical, and executive reporting on endpoint health, user experience, and improvement initiatives.
•    Ensure consistent governance, documentation, and adoption of analytics standards, reporting methodologies, and data visualization best practices.
•    Drive continuous service improvement through trend analysis, user feedback, experience scores, and Voice of Customer data.
•    Mentor and guide team members on Nexthink, Endpoint Analytics, data interpretation, and Power BI reporting best practices.
•    Support audit, compliance, and service review activities by providing accurate and timely analytics and reporting.

People & Talent
•    Lead and develop the Endpoint Analytics capability, fostering a culture of data-driven decision making and continuous service improvement.
•    Provide functional leadership and mentoring on Nexthink, Device Analytics, Power BI, Digital Employee Experience (DEX), and analytics best practices.
•    Define skill development plans and competency frameworks to ensure team readiness for emerging analytics and workplace technologies.
•    Promote knowledge sharing and establish standards for dashboard development, data storytelling, and insight generation.
•    Collaborate with managed service partners to ensure knowledge transfer, capability uplift, and alignment with organizational objectives.
•    Drive employee engagement and performance through clear objectives, coaching, and continuous feedback.

Risk Management
•    Identify and assess risks related to endpoint experience, service performance, analytics accuracy, platform availability, and data quality.
•    Ensure appropriate controls are established to mitigate operational, service, security, and compliance risks within the Endpoint Analytics service.
•    Monitor service risks and trends through proactive analytics, identifying potential issues before they impact end-user productivity.
•    Govern vendor risk by ensuring managed service partners meet contractual obligations, service commitments, and operational standards.
•    Ensure reporting, dashboards, and analytics outputs are accurate, reliable, and aligned with business decision-making requirements.
•    Drive root cause analysis and corrective action plans for recurring service, experience, or reporting issues.
•    Support audit, compliance, and risk review activities by maintaining appropriate documentation, controls, and evidence.

Governance
•    Support Service Owner with Endpoint Analytics governance, ensuring alignment with End User Services strategy, standards, and objectives in adherence to group end point standard and Device analytics operating procedure.
•    Govern the managed service provider delivering Nexthink and Device Analytics services through regular operational reviews, KPI monitoring, and performance management.
•    Define, maintain, and report service KPIs, SLAs, OLAs, experience metrics, and continuous improvement targets.
•    Ensure compliance with organizational policies, data governance requirements, security standards, and regulatory obligations.
•    Provide executive-level reporting and insights on endpoint health, digital employee experience, service performance, and improvement outcomes.

Regulatory & Business Conduct
•    Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
•    Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders
•    End User Services (ESS) Leadership – Strategic direction, service performance, and experience outcomes.
•    Service Desk Leadership – Incident trends, user pain points, shift-left opportunities, and service improvements.
•    Workplace Engineering / Endpoint Engineering Teams – Device health, application performance, OS lifecycle, and remediation activities.
•    Digital Employee Experience (DEX) Teams – Experience measurement, user sentiment, and improvement initiatives.
•    Service Owners / Service Domain Leads – Service performance, experience metrics, and transformation opportunities.
•    IT Operations & Infrastructure Teams – Endpoint, network, collaboration, and infrastructure-related performance issues.
•    Information Security & Compliance Teams – Governance, risk management, audit requirements, and policy adherence.
•    Enterprise Architecture Teams – Analytics strategy, platform alignment, and technology roadmap.
•    Business Relationship Managers / Business Stakeholders – User experience priorities and business impact assessments.
•    PMO / Transformation Teams – Delivery of analytics-driven improvement and transformation initiatives.
•    Managed Service Provider (Nexthink / Device Analytics Operations Team) – Service delivery, platform operations, reporting, and continuous improvement.

Skills and Experience

•    Incident Ticket Data Analysis 
•    Power BI
•    Power Automate / Other Automation tools
•    Azure DevOps (ADO)
•    ITSM
•    SNOW

Qualifications

•    Education bachelor’s degree 
•    Training Nexthink, Power Bi & Automation Tools
•    Certifications Nexthink, Power Bi & Automation Tools

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.