Service Operations Lead : End User Experience

Job description

Role Description

KPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges. With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple : to be the clear choice for our clients, for our people and for the communities we work in.

Enterprise-Wide Technology (EWT) is the UK Firm’s internal technology division and is accountable for delivering a range of services to the UK Firm. Taking a holistic approach, this includes gathering requirements, solution design, build and run and the execution of complex change portfolios focused on security, data, core infrastructure and business applications.

As part of Service Operations within EWT, the role of Service Operations Lead – End User Experience will work as a single contributor (but leveraging the resources of the wider teams) to a provide a strategic vision for End User Experience across the business. Working primarily with the Nexthink toolset, the role will be accountable for ensuring a consistent and measurable user experience across our internal, SaaS and cloud-based services.

Core Responsibilities

End User Engagement

• Serve as the primary point of contact for end user IT experience, building strong relationships and fostering trust.
• Proactively engage with end users to gather feedback, address concerns, and identify opportunities for improvement.
• Advocate for the end user in technology discussions and service design processes. Ensure that all service designs have user experience, and the associated monitoring integrated into designs.

Digital Experience Monitoring and Tooling

Performance Management

Continuous Improvement & Innovation

Skills, Experience & Qualifications

Essential

Key Competencies