DEXOps (digital experience operations) focuses on improving employee productivity by monitoring, measuring, and improving the digital workplace experience across devices, applications, and IT services. This role leads the design, delivery and integration of the analytics capability for Digital Experience Operations.The focus is on continuous improvement of employees’ digital experience. You will architect robust ingestion and transformation frameworks, designing, building and scaling the data solutions using Microsoft Fabric / Azure, Nexthink and ServiceNow. Working across ITSM, Employee Experience, ITOM and AI-enabled operations, the role will provide the insights, analytics datasets and feedback loops for automation.
This is not just a pure data engineering role; it requires understanding of Digital Employee Experience, EUC operations, ITSM data and tools such as Nexthink, ServiceNow and Intune.
DEX Responsibilities Analyse sentiment, DEX scores, endpoint health, application performance and incident trends. Measure whether digital solutions improve or harm employee experience. Identify recurring employee pain points and support proactive remediation and automation use cases.
Data Architecture & Pipeline Engineering: Design and maintain robust data pipelines within Microsoft Fabric / Azure, integrating technical (Nexthink, Intune, ITOM), operational (ServiceNow, timesheets), and experience (surveys, sentiment) datasets.
Microsoft Fabric / Azure platform delivery
Build governed data lake, warehouse and semantic-layer capabilities for measuring impact of digital solutions, services and changes on employee experience.
Governance, security and data quality
Embed risk, security, lineage, access control and data quality standards into all data products.
Insight Generation & Visualization: Build Power BI pipelines, dashboards and visualisations to turn DEX, ITSM, endpoint and employee experience data into actionable insights.
Automation and AI Operations Enablement: Create curated datasets and feedback loops to improve ITSM, Virtual Agent and AI agent and virtual agent performance.
Stakeholder Translation: Act as the primary technical bridge between the ServiceNow Platform Owner, vendors, and business stakeholders. Translate business transformation goals into technical data requirements.
DEX Responsibilities Analyse sentiment, DEX scores, endpoint health, application performance and incident trends. Measure whether digital solutions improve or harm employee experience. Identify recurring employee pain points and support proactive remediation and automation use cases.
Data Architecture & Pipeline Engineering: Design and maintain robust data pipelines within Microsoft Fabric / Azure, integrating technical (Nexthink, Intune, ITOM), operational (ServiceNow, timesheets), and experience (surveys, sentiment) datasets.
Microsoft Fabric / Azure platform delivery
Build governed data lake, warehouse and semantic-layer capabilities for measuring impact of digital solutions, services and changes on employee experience.
Governance, security and data quality
Embed risk, security, lineage, access control and data quality standards into all data products.
Insight Generation & Visualization: Build Power BI pipelines, dashboards and visualisations to turn DEX, ITSM, endpoint and employee experience data into actionable insights.
Automation and AI Operations Enablement: Create curated datasets and feedback loops to improve ITSM, Virtual Agent and AI agent and virtual agent performance.
Stakeholder Translation: Act as the primary technical bridge between the ServiceNow Platform Owner, vendors, and business stakeholders. Translate business transformation goals into technical data requirements.
Essential
•Understanding of Digital Experience, End user computing, automation and AI agentsperformance analytics
•Experience with Nexthink or similar Digital Employee Experience tools with understanding of end user computing and employee experiences with digital tools and IT services.
•Working knowledge of ServiceNow, or similar enterprise IT operations platforms.
•Strong data engineering experience designing ingestion, transformation and curated data products on Microsoft Fabric, Azure Data Factory, Synapse, Databricks or equivalent.
•Experience building governed data lake / Lakehouse / warehouse solutions with strong data quality, access control and lineage practices.
•Ability to translate business problems into data, platform and architecture requirements.
•Hands-on experience of turning operational, technical and experience data into actionable analytics using Power BI or equivalent.
•Strong stakeholder management skills across architecture, security, platform, product and business teams.
•Proven ability to lead complex data delivery in agile / scrum environments.
•Experience with Continuous DEX Improvement, Adoption tracking and Sentiment Management.
Desirable
•Willingness to collaborate with Enterprise Architecture, Security, Risk and platform teams to shape and progress solution designs.
•Exposure to IT Infrastructure and Operations transformation.
•Familiarity with low-code / no-code automation such as Power Apps or Power Automate.
•Experience working in global delivery models.
•Experience of providing technical leadership to external vendors and internal teams.
•People leadership, mentoring or technical coaching experience.
Job details are sourced from the employer's original posting.
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KPMG Global Services is a global network of professional services firms providing audit, tax, and advisory services.