User Technical Experience Manager

General 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 members
• Create 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 deliverables
• Manage the regular maintenance of the assigned knowledge base.
• Engage with the business to train on and champion new products and service offerings from Digital Workplace
• Establish and maintain business relationships to ensure excellent communication and engagement
• Perform survey work (i.e., obtain user feedback) to ensure continual improvement of Digital Workplace
• Advocate for user needs throughout the product lifecycle, ensuring that design decisions prioritize usability and customer satisfaction
• Engage with BRM, department leads, project managers, and communications to guide new technical deployments
• Develop 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 leadership
• Identify and execute opportunities to improve the processes within the transition function as part of a continuous service improvement activity
• Oversee 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.

Qualifications:

Education and Experience:

• Bachelor’s Degree in business, management, or technical field required, or equivalent experience
• 6 years of process development, technical testing and deployment, technical project leadership (with internal and remote staff), service/help desk, and/or related experience
• Demonstrated leadership skills or supervisory/management experience
• Certification and/or License – Professional certifications in relevant disciplines preferred (e.g., ITIL, project management)

Knowledge, Skills and Abilities:

• Solid understanding of reporting and budgeting procedures
• Able to work with individual stakeholders or groups to explain new process and tools
• Knowledge of IT andchange management operating models
• Skill in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
• Proficient in MS Office, Windows, Mac, iOS, UX, and project management tools
• Excellent leadership skills with problem-solving ability
• Excellent customer service skills
• Positive, energetic, and patient mentoring style
• Able to foster a team environment
• Able to communicate clearly and effectively, both verbally and in writing
• Able 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 environment
• Able to adapt and manage to change effectively
• Must be able to read, write and speak English

An Equal Opportunity Employer including Disabled/Veterans