Digital Insights Lead

About the Opportunity

Job Type: Permanent Final date to receive applications: 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.

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.

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.

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.

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.

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…