User Technical Experience Manager

Job DescriptionGeneral Purpose:Manage the IT User Technical Experience team and activities by ensuring all IT services are deployed to production in a way that ensures superior customer adoption levels and outstanding technical support capability. Ensure all projects follow the transition process, and that governance and controls are applied to assure the integrity of Digital Workplace operations. Contribute to the transition strategy, processes, and operating model and play a key role in communicating the evolving transition strategy through management engagement and collaboration. Work daily with leadership from various business units to ensure smooth change management. Ensure that all new tools and processes are fully tested and documented prior to deployment to production. Work closely with project managers and stakeholders to ensure DFA receives the greatest benefit from new deployments and technical investments.Job Duties and Responsibilities:Manage User Technical Experience team members; schedule and maintain adequate staffing and on-call to ensure no lapses in coverage for areas of responsibility; perform regular team and individual meetings for evaluation of process and staff; and establish training and education needs for team membersCreate strategic artifacts such as user journeys, personas, and design frameworks to guide the team's work and ensure alignment with business objectives and product roadmaps.Work closely with Digital Workplace towers to identify opportunities for improvement in Digital Workplace deliverablesManage the regular maintenance of the assigned knowledge base. Engage with the business to train on and champion new products and service offerings from Digital WorkplaceEstablish and maintain business relationships to ensure excellent communication and engagementPerform survey work (i.e., obtain user feedback) to ensure continual improvement of Digital WorkplaceAdvocate for user needs throughout the product lifecycle, ensuring that design decisions prioritize usability and customer satisfactionEngage with BRM, department leads, project managers, and communications to guide new technical deploymentsDevelop content and perform training for internal business units (lunch and learns and project specific training)Manage timelines for smaller projects not requiring the project management office (PMO) Manage test groups within the business for larger deployments; support Digital Workplace with project activities, report, resolve, and escalate any risks and issues to Digital Workplace or project leadershipIdentify and execute opportunities to improve the processes within the transition function as part of a continuous service improvement activityOversee user research, usability testing, and data analysis to inform design decisions.Guide the creation of wireframes, prototypes, and interaction designs, ensuring consistency and alignment with user needs.Provide strategic planning, team leadership, cross-functional collaboration, process management, and user-centered design oversight to deliver products that meet both user needs and business goals.The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required.Job RequirementsEducation and Experience:Bachelor’s Degree in business, management, or technical field required, or equivalent experience6+ years of process development, technical testing and deployment, technical project leadership (with internal and remote staff), service/help desk, and/or related experienceDemonstrated leadership skills or supervisory/management experienceCertification and/or License – Professional certifications in relevant disciplines preferred (e.g., ITIL, project management)Knowledge, Skills and Abilities:Solid understanding of reporting and budgeting proceduresAble to work with individual stakeholders or groups to explain new process and toolsKnowledge of IT andchange management operating modelsSkill in basic financial analysis (cost-effectiveness, cost-benefit, etc.)Proficient in MS Office, Windows, Mac, iOS, UX, and project management toolsExcellent leadership skills with problem-solving abilityExcellent customer service skillsPositive, energetic, and patient mentoring styleAble to foster a team environmentAble to communicate clearly and effectively, both verbally and in writingAble to interact positively and work effectively with others (interpersonal skills)Able to organize time, energy, and resources effectively to achieve goals (i.e., organizational skills) Able to manage multiple projects (internally and remotely) and participate in cross-functional environmentAble to adapt and manage to change effectivelyMust be able to read, write and speak EnglishAn Equal Opportunity Employer including Disabled/VeteransJob DetailsJob Type: Full TimeCategory: Information Technology