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

• Leverage all the user experience and monitoring tools we have in KPMG, including the Nexthink Digital Experience Monitoring platform, to collect and analyse user experience data.
• Using the multiple data points provided by the tooling, bring together a cohesive and holistic view of user experience across the business.
• Identify trends, pain points, and areas for improvement to enhance the overall service quality and drive improvements that underpin the wider EWT and operational strategy.
• Provide actionable insights to IT leadership and drive continuous improvement initiatives.

Performance Management

• Monitor key performance indicators (KPIs) for IT services, ensuring alignment with business goals.
• Collaborate with service providers and internal teams to meet or exceed agreed-upon service levels.
• Report on service performance, user satisfaction, and improvement initiatives to senior stakeholders.
• Analyse user experience metrics and feedback to identify areas for improvement and measure the success of UX initiatives.

Continuous Improvement & Innovation

• Lead projects to enhance IT services and user experience, including upgrades to systems, tools, and processes.
• Stay informed about emerging technologies and trends in the professional services sector, identifying opportunities for innovation.
• Develop and implement strategies to future-proof end user services and meet evolving business needs.

• Continuously evaluate and refine UX processes and practices, ensuring that they remain effective and aligned with organizational objectives.

Skills, Experience & Qualifications

Essential

• Problem solving skills and the ability to use information to generate creative solutions to benefit the business.
• Ability to work effectively across all levels of the organisation, leading by example to develop and maintain effective working relationships with a range of staff, delivery teams and stakeholders.
• Proven experience in IT service operations or IT support leadership, preferably in the professional services sector.
• Experience with digital experience monitoring tools such as Nexthink or similar platforms.
• Demonstrated ability to analyse data, identify trends, and drive actionable improvements.
• Exceptional interpersonal and communication skills, with a focus on customer service and stakeholder engagement.
• Strong organizational and problem-solving skills, with the ability to prioritize and manage multiple responsibilities effectively.

Key Competencies

• Customer-Centric Approach: Passionate about delivering outstanding service experiences and exceeding user expectations.
• Analytical Thinking: Capable of interpreting complex data to drive decisions and improvements.
• Collaboration: Able to build strong partnerships across teams, service providers, and end users.
• Adaptability: Comfortable navigating a dynamic, fast-paced environment and responding to changing priorities.
• Leadership: Skilled at motivating and managing teams to achieve high standards of service delivery.