Delivers end-to-end experience intelligence by gathering customer feedback, analyzing digital experience and operational data, identifying patterns and root causes, and driving corrective actions across products and services. Through structured reporting, platform management, and cross-functional coordination, the team helps ensure technology decisions are informed by real user impact.
Responsible for using endpoint experience data, service trends, and operational insights to identify and address systemic technology issues our internal Deloitte employees face with their end points. This role combines desktop engineering expertise, analytics, and automation to drive proactive remediation at scale, improve operating system and endpoint performance, and translate user experience signals into clear actions for technical and business stakeholders.
Recruiting for this role ends on 7/3/2026.
Work you'll do
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Design, code, and implement proactive remote actions through digital experience management toolsets to remediate recurring endpoint and operating system issues at scale.
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Analyze digital experience, endpoint, and incident data to identify trends, systematic issues, and opportunities for proactive improvement across desktop products and services.
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Interpret ServiceNow ticket data, telemetry, and operational trends to surface under-reported technology challenges and recommend targeted corrective actions.
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Work with researchers on the team to balance quantitative signal analysis with qualitative feedback to develop a more complete view of employee technology experience.
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Translate technical findings into clear, actionable recommendations for both technical teams and non-technical stakeholders.
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Communicate insights effectively through concise reporting, dashboards, and data-driven storytelling that informs decision-making and prioritization.
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Partner across engineering, support, product, and experience teams to drive resolution of root-cause issues and improve overall service performance.
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Apply hands-on field support experience and endpoint engineering knowledge to evaluate issue patterns, validate solutions, and improve end-user outcomes.
The successful candidate would possess these skills
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Ability to work independently and collaborate as part of a team
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Effective written and verbal communication skills
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Meticulous attention to detail and quality of work product
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Ability to build and sustain professional relationships
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Ability to lead projects or workstreams
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Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
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Strong interpersonal skills and professional demeanor
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Ability to meet deadlines
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Ability to mentor and provide clear guidance to others
The team
Deloitte Technology US (DT - US) helps power Deloitte's success, which serves many of the world's largest, most respected organizations. We develop and deploy cutting-edge internal and go-to-market solutions that help Deloitte operate effectively and lead in the market. Our reputation is built on a tradition of delivering with excellence.
The ~3,000 professionals in DT - US deliver services including:
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Cyber Security
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Technology Support
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Technology & Infrastructure
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Applications
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Relationship Management
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Strategy & Communications
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Project Management
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Financials
Customer Experience
The Customer Experience (CXO) team is DT - US first line of contact with personnel. Providing walk-up support, asset management, PC compliance, and mobile devices support, CXO provides hands-on support to Deloitte employees.
Qualifications
Required:
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Bachelor's Degree or equivalent in Computer Science, Information Systems, or related field.
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Minimum 6 years of related experience supporting desktop operating systems in an enterprise environment, with a record of improving system performance and user experience.
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Minimum 1 year of previous people leadership or project management experience.
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Ability to travel 0-10%, on average, based on the work you do and the clients and industries/sectors you serve.
Preferred:
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Experience with digital experience monitoring/management platforms and endpoint analytics tools.
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Experience writing scripts or automation to execute remote remediation actions at scale.
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Background in ServiceNow ticket analysis and issue trend identification.
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $97,600 to $200,600.
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
This position is aligned with the Core Talent Model. To view the associated benefit package, please reference this document: USBenefitsJourneyCDandETAM
EA_ExpHire
RITM10407730
