Director, End User Transformation Services (EUTS)

VOYA Financial Inc.•New York, NY

43d•Hybrid

About The Position

The Director for End User Transformation Services (EUTS) leads the strategic transformation of the end user experience, driving proactive, automated, and AI-enhanced service improvements across the enterprise. This role manages project delivery, analytics, reporting, business intelligence, and Digital Employee Experience (DEX) initiatives, collaborating with L1 and L2 support teams (remote and local) to deliver innovative solutions. The Director oversees DEX tooling (Nexthink) and engineering programs to automate scripts and collect qualitative and quantitative data, enabling continuous improvement of the user experience. This leader is responsible for research, innovation, and cross-functional collaboration with Infrastructure teams to deliver a world-class, one-of-a-kind user experience.

Requirements

Extensive experience in IT service delivery, project management, analytics, and business intelligence, with a focus on end user transformation.
Demonstrated success in leading transformative initiatives that leverage automation and AI to improve user experience.
Strong technical oversight and vendor coordination capabilities, especially with DEX tooling (e.g., Nexthink).
Exceptional communication, problem-solving, and stakeholder engagement skills.
Proficient in Microsoft 365, Windows OS, Virtual Desktop Infrastructure, and modern workplace technologies.
Ability to operate independently and make decisions in dynamic, fast-paced environments.
Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.
Experience with IT Asset Management (ITAM) tools and practices.
Bachelor's degree or 8+ years of relevant IT experience.

Nice To Haves

Industry certifications (e.g., Microsoft, ITIL, CompTIA).
Experience with performance management, capacity planning, and business relationship management.
Experience driving research and innovation in enterprise IT environments.

Responsibilities

Lead the transformation of end user services, focusing on proactive, automated, and AI-driven improvements.
Manage project delivery for analytics, reporting, business intelligence, and DEX initiatives.
Oversee DEX tooling (e.g., Nexthink) and engineering programs to deliver automated scripts and end user programs for data collection and experience improvement.
Collaborate with L1 and L2 support teams (remote and onsite) to deliver projects that enhance user experience.
Drive research, innovation, and collaboration across Infrastructure and support teams to deliver high-impact solutions.
Build and maintain strong relationships with business stakeholders, acting as a trusted advisor for end user transformation.
Promote a culture of service excellence, accountability, and continuous improvement.
Ensure compliance with IT policies, documentation standards, and security protocols across all transformation activities.
Oversee incident response, root cause analysis, and change management for user experience-impacting issues.
Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) for transformation initiatives.
Manage IT asset lifecycle as it relates to end user transformation programs.

Benefits

Health, dental, vision and life insurance plans
401(k) Savings plan - with generous company matching contributions (up to 6%)
Voya Retirement Plan - employer paid cash balance retirement plan (4%)
Tuition reimbursement up to $5,250/year
Paid time off - including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
Paid volunteer time - 40 hours per calendar year

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