Job Description

About the Opportunity

Job Type: PermanentApplication Deadline: 30 June 2026

Title Digital Employee Experience Insights Lead

Department Enterprise Service Management

Location UK

Reports To Global Digital Employee Experience Lead

Level 6

We are proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - worldwide. So, join our team and feel like you are part of something bigger.

About your team

The Technology function provides IT services to the Fidelity International business globally. These include the development and support of business applications that underpin our revenue, operational, compliance, finance and customer service functions.

Enterprise Infrastructure Services are responsible for the day to day running of Fidelity’s IT solutions and services. We provide secure, reliable and accessible infrastructure on a global scale enabling employees (and customers), to work flexibly and dynamically whilst feeling supported and secure.

Enterprise Service Management (ESM) is responsible for orchestrating the consistent, efficient, and secure delivery of internal services across Technology and other corporate functions. In a financial services organisation - where regulatory scrutiny, operational resilience, and cost efficiency are critical - ESM acts as the connective layer that standardises service delivery, enhances employee experience, reduces risk, and accelerates organisational productivity.

About your role

The Digital Employee Experience Insights Lead is responsible for shaping and delivering the organisation’s DEX Insights strategy, ensuring the organisation has a clear, trusted, and data driven understanding of how digital and technology services impact employees.

The role focuses on measuring, analysing, and translating insight on employee productivity, digital friction, wellbeing, engagement, and experience, into governance benchmarks and outcome led improvement plans across the global digital employee experience.

Operating within a highly regulated financial services environment, this role ensures that DEX insights are scalable, ethical, and compliant, and that they directly inform digital investment, service improvement, and experience design decisions.

Digital Employee Experience Insights Strategy

• Develop and own a forward-looking DEX Insights strategy aligned to business, technology, and people objectives.
• Define a scalable measurement framework covering experience, productivity, sentiment, and operational performance across all employee-facing digital and technology services.
• Benchmark the organisation’s digital employee experience against industry standards and emerging best practice.
• Establish outcome-based KPIs and success measures based on experience standards (including XLAs where appropriate).
• Embed KPIs within the appropriate organisational governance processes and forums and escalate KPI breaches and risks.
• Feed insights into broader Digital Employee Experience and Enterprise Service Management strategy and planning.

Experience Monitoring, Analytics & Insight

• Use digital experience monitoring, feedback, and analytics platforms to gain insight into employee journeys, friction points, and technology performance.
• Define, track, and interpret key experience measures, ensuring insights are meaningful at both global and local levels.
• Combine qualitative employee feedback with quantitative telemetry and service data to provide a holistic view of the digital employee experience.
• Proactively identify experience risks and improvement opportunities using insights, channelling these into structured improvement management processes, and prioritised in a data-driven way.
• Communicate and publish DEX metrics and insights to drive accountability for outcomes across teams.

Productivity, Wellbeing & Outcome Measurement

• Assess and articulate the impact of digital experience on employee productivity, efficiency, and time to value.
• Surface indicators of digital friction, cognitive load, and wellbeing risk linked to tools, processes, and ways of working.
• Partner with HR, People Analytics, and business teams to link DEX insights to engagement, attrition risk, and talent outcomes.

Tooling, Vendor & Governance

• Own and manage DEX Insights tooling and platforms, including experience monitoring, feedback, and analytics solutions. Manage vendor and internal partner relationships to ensure tools are scalable, cost-effective, and aligned to the DEX strategy.
• Work closely with the Enterprise Observability and Monitoring, Service Reporting, Data Services, and broader application and service teams, to align services, roadmaps, processes and activities to support the DEX Insights strategy.
• Deep dive into technical deliveries and blockers, taking a ‘hands on’ approach where required to support delivery of the Insights strategy.
• Ensure ethical, secure, and compliant use of employee data in line with regulatory, privacy, and risk and other governance requirements.

Stakeholder Engagement & Thought Leadership

• Lead global virtual and project teams to deliver the DEX Insights strategy and initiatives.
• Build strong relationships across Technology, HR, Operations, Communications, Finance, Risk, and Business Units to drive aligned, insight‑led outcomes.
• Act as the voice of the employee, championing real employee needs and experiences in day-to-day interactions and within formal project structures.
• Provide thought leadership for DEX insights, building skills, and a data-driven DEX-focused culture across relevant areas of the organisation.
• Communicate DEX insights, trends, and outcomes clearly to senior leadership, translating data into compelling narratives, actions, and accountability.

Planning, Decision Making & Scope‑Making & Scope

• Plan across a 12–24 month horizon, aligning DEX insight outcomes to Fidelity’s strategic direction.
• Resolve moderate to complex problems requiring conceptual thinking, judgement, and risk assessment.
• Make decisions that influence cross functional priorities and delivery timelines, escalating only when thresholds are exceeded.

Success Measures

• Clear, trusted view of global Digital Employee Experience health and trends.
• Demonstrable link between DEX improvements and productivity, wellbeing, and engagement outcomes.
• Improved prioritisation and ROI of digital experience investments.
• Increased confidence from senior leaders in insight led decision-making.

About you

• Proven experience leading digital workplace, employee experience, people insights, or experience management analytics initiatives.
• Strong understanding of experience measurement, digital channels, modern workplace technologies, and analytics platforms.
• Demonstrated ability to translate complex data into actionable insight.
• Data‑driven mindset with strong stakeholder management and communication skills.
• Knowledge of governance, risk, and regulatory requirements within complex organisations.