Senior Manager, End User Experience

Blue Cross and Blue Shield Association•Chicago, IL

About The Position

This role is responsible for shaping and delivering a seamless, reliable, and user-centric technology experience across the organization. This position ensures that employees engage with technology in a productive and intuitive manner by overseeing Information Technology (IT) service delivery, executive support operations, and external support partnerships. Acting as the strategic voice of the user within IT, the Senior Manager leads initiatives that enhance usability, accessibility, and satisfaction, while driving proactive communication and change management to support technology transitions. This position partners cross-functionally to anticipate user needs, introduce innovative digital workplace solutions, and foster a high-performance culture of continuous improvement. Through strategic leadership and operational oversight, this role ensures that technology serves as an enabler of business outcomes and that support services are delivered with excellence, responsiveness, and empathy.

Requirements

Bachelor's Degree ; or equivalent experience
10+ Years of IT operations experience in a medium to large sized organization.
Experience with insourced/outsourced/hybrid delivery models.
Experience working closely with senior level / C-level leaders delivering IT support and IT continuous improvement initiatives.
Advanced executive presence and passion for IT support delivery excellence.
Ability to integrate and connect disparate partners and work styles to deliver a streamlined service.
Results oriented approach and motivational leadership style.
Ability to interpret and summarize technical information for non-technical audiences.
Advanced verbal and written communication skills.
Excellent time management, multitasking skills, and attention to detail.
Advanced leadership, management, and team-building skills.
Experience leading IT operations teams in dynamic environments requiring 24/7 support.

Responsibilities

Change Management & Stakeholder Engagement Champion proactive communications and user-focused change initiatives.
Build rapport across all levels of the organization.
Partner with technology delivery teams to prioritize customer needs.
Service Delivery & Operational Excellence Oversee end-to-end IT service delivery from the user’s perspective.
Lead executive support and manage external IT support partnerships.
Define and track KPIs for user satisfaction, adoption, and performance.
User Experience & Enablement Lead usability and accessibility improvements through design thinking.
Ensure users have the right tools, platforms, and training.
Deliver a seamless digital workplace experience.
Strategic Leadership & Vision Set the vision and roadmap for end-user experience across IT.
Align initiatives with business goals and organizational strategy.
Lead and Develop a High-Performing Team Manage a diverse team, fostering a collaborative, inclusive, and high-performance culture aligned with global goals.