End User Experience Team Lead

SUMMARY: The goal of the End User Experience Team Lead (UX Lead) is to measure and improve the quality, performance, and adoption of employee-facing software throughout the Bank. As a member of the End User Services team within IT Operations, the UX Lead will supervise team members and collaborate with various technology engineering and support teams. The focus is on ensuring that end-user facing solutions are effective, modern, efficient, easily accessed, and well understood across all lines-of-business, with an emphasis on maximizing adoption and end user productivity. The role requires enterprise experience with software packaging, version management, and testing through formal Change Control, as well as engaging the business to identify training needs, provide support, and grow adoption. Additionally, the UX Lead will provide guidance and mentorship to the End User Experience team of engineers and architects.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

• Monitor and report on the version and usage of all software titles. Identify opportunities to modernize, consolidate, or abandon unused, out-of-date, or ineffective solutions.
• Actively manage initiatives to upgrade software titles through collaboration with various technology teams and the corresponding Product and Service Owners.
• Manage the introduction of new software to the Bank. Interview business leaders to identify goals and objectives, business purpose, requirements, etc. Partner with Business Relationship Management (BRM) team and others through formal Demand Management and Project Management processes.
• Maintain software product descriptions within the enterprise software catalog to encourage adoption and improve availability by actively promoting business value and usage patterns in non-technical terms.
• Contribute to maintenance of the Configuration Management Database (CMDB) and verify accuracy of the same as it pertains to employee-facing software.
• Monitor, report, and make recommendations to continually improve endpoint hardware and software performance with a focus on application stability, resource consumption metrics, and end user satisfaction.
• Establish and oversee a repeatable endpoint performance monitoring methodology to identify potential conflicts between existing and proposed configurations. Ensure measurable results are included in the Change Control process while defending the production environment from unmanaged risk.
• Identify, oversee the development of, and contribute to the delivery of enterprise-wide employee training opportunities to increase software adoption and productivity.
• Establish and manage a communications and engagement program to collaborate with targeted end-users (Early Adopters) across several critical software solutions as a component of the Change Management process.
• Author and publish Bank-wide communications to explain the potential impact of changes to the environment while providing instructions that focus on end user awareness / adoption and technology support readiness.
• Collaborate and coordinate with vendors to provide training and endpoint management services that ensure optimal service delivery and partnership engagement.
• Provide technical and functional leadership in the administration, configuration and usage of endpoint management tools and enterprise application platforms as needed.
• Continually monitor endpoints for adherence to security policy settings, Desired State Configuration (DSC) and CIS Benchmark standards. Report on exceptions and collaborate with other teams for resolution.
• Contribute to the development of End User Computing architecture roadmaps, security standards, and software management policies.
• Conduct research on products, services, protocols, and standards to remain abreast of developments in the end user computing, endpoint management, and enterprise collaboration and productivity space.
• Work closely with the management team and Agile coaches to transform requirements into tangible deliverables as needed. Coordinate with cross-functional groups to ensure project timeline and customer service deliverables are met.
• Contribute to the continued development of the Bank's overall business continuity plan.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.