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What IT Client Services contributes to Cardinal Health

Information Technology oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value.

IT Client Services provides Tier 1-3 virtual and physical support to the organization's end users for software, hardware, digital employee experience management, conference room technology and meeting support, warehouse technology, server, network, and enterprise systems issues. Frequently responding to escalated issues from the IT Service Center, this group resolves user requests through discussions with users and coordination with internal and external resources and provides education and trainings to users to facilitate knowledge transfer and prevent problem reoccurrence. IT Client Services also maintains ownership for certain end user productivity platforms and capabilities, such as virtual environments and collaboration toolsets, and addresses service outages. This area acquires, installs and upgrades PC components and software, while also performing asset management for software and hardware.

Digital Employee Experience (DEX) Product Owner Role Summary

The Digital Employee Experience (DEX) Product Owner is responsible for leading the execution and value realization of Cardinal Health's Digital Employee Experience transformation roadmap. This role will serve as the business owner and strategic leader for a multi-year DEX program focused on improving employee productivity, reducing digital friction, modernizing IT service delivery, and enabling proactive employee experiences through data, automation, AI, and journey-based design.

The Digital Employee Experience (DEX) product owner role is responsible for ensuring Cardinal Health realizes the full value of its DEX tool investment. This product owner role is responsible for converting telemetry, sentiment, and operational insights into measurable business outcomes including improved employee productivity, lower support costs, optimized technology spending (i.e. tech refresh), and enhanced employee experiences.

The DEX Product Owner will function as both a strategic transformation leader and a traditional technical Product Owner, overseeing a team responsible for DEX analytics, experience campaigns, and value realization while managing the product backlog, change controls, and release governance with Client Engineering and support teams. This role will ensure DEX insights are translated into tested and approved remediation actions, coordinate the deployment of endpoint improvements through established change management processes, and lead the development and socialization of employee communications and targeted experience campaigns that drive adoption, awareness, and continuous improvement of the digital workplace experience.

Responsibilities:

+ Own and lead the Digital Employee Experience (DEX) roadmap, backlog, and governance processes, ensuring alignment to the organization's three-year transformation objectives and value realization targets.

+ Work with business and IT partners to drive the adoption of AI-enabled solutions, self-healing automation, and proactive support models.

+ Serve as the primary business owner for DEX platform capabilities.

+ Lead a dedicated team of DEX analysts and experience specialists responsible for monitoring endpoint telemetry, employee sentiment, and digital experience data to identify trends, risks, and opportunities for proactive improvement.

+ Translate DEX insights into prioritized remediation initiatives and actionable workstreams for Client Engineering, End User Computing, Service Desk, Infrastructure, IT Solution Owner application support teams, IT Asset Management, and other operational support teams.

+ Serve as the technical Product Owner for DEX-driven enhancements by managing product backlogs, defining requirements, prioritizing fixes, and ensuring solutions align to business priorities and employee experience outcomes.

+ Partner with Client Engineering and technology teams to govern change controls, release management activities, testing strategies, and production deployments associated with DEX-recommended fixes and enhancements.

+ Ensure all DEX-driven remediation activities are thoroughly validated, tested, and approved through established change management and governance processes before deployment to the enterprise.

+ Develop and execute communication, adoption, and change management strategies for major endpoint updates, operating system changes, application enhancements, and proactive remediation campaigns that impact the employee experience.

+ Lead the creation and socialization of employee-facing communications that clearly articulate upcoming changes, expected benefits, business impacts, and recommended actions associated with DEX-driven improvements.

+ Drive targeted digital experience campaigns that educate employees, improve technology adoption, gather feedback, and continuously enhance employee productivity and satisfaction.

+ Establish closed-loop processes to ensure DEX insights are converted into actions, actions are measured for effectiveness, and outcomes are continuously incorporated into future prioritization and roadmap decisions.

+ Define, monitor, and report key performance indicators related to employee productivity, digital experience scores, service desk demand reduction, automation effectiveness, device performance, and technology investment optimization.

Qualifications :

+ Bachelor's degree in Information Technology, Business Administration, Engineering, Information Systems, or a related field, preferred.

+ 7+ years of experience in DEX Product Management (Nexthink, TeamViewer, or other DEX tool), preferred

+ 3+ years of experience leading enterprise-wide programs or products that span multiple technology and business functions, preferred.

+ Demonstrated experience developing and executing strategic roadmaps, product backlogs, and multi-year transformation initiatives, preferred.

+ Proven ability to lead large-scale initiatives through influence, collaboration, and stakeholder alignment without direct authority, preferred.

+ Experience translating business objectives into technical requirements, operational execution plans, and measurable outcomes, preferred.

+ Exceptional written and verbal communication skills with the ability to present recommendations, roadmaps, and outcomes to senior leadership, and to work with the communications team to execute end user DEX communication campaigns, preferred.

+ Strong understanding of critical endpoint management performance metrics, and enterprise end user computing environments, preferred

+ Experience with ServiceNow management and workflow automations, preferred

+ Strong knowledge of MS Office applications (Excel, PowerPoint, Word and Outlook), preferred

+ Ability to travel at least 10-15% of time, if necessary

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Digital Employee Experience Senior Engineer, IT Client Services

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