Director, End User Transformation Services (EUTS) at Voya Financial

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

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

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

Skills

DEX

Nexthink

Analytics

Business Intelligence

Project Delivery

Automation

Scripting

Data Collection

End User Experience

Voya Financial

Provides financial services and retirement solutions

About Voya Financial

Voya Financial offers a range of financial services, including retirement plans, investment management, and insurance products, to help individuals and businesses achieve financial wellness. Their services cater to individuals seeking retirement planning, employers looking to enhance employee benefits, and institutions needing tailored investment management. Voya stands out from competitors through its commitment to inclusiveness and corporate responsibility, which helps attract clients and talent. The company's goal is to build long-term relationships with clients, ensuring they achieve financial confidence and a fulfilling life.

New York City, New YorkHeadquarters

2014Year Founded

IPOCompany Stage

Fintech, Financial ServicesIndustries

5,001-10,000Employees

Benefits

Health Savings Account (HSA)

Flexible Spending Accounts (FSA)

Rally wellness program

Employee Assistance Program (EAP) and Work Life Services

Behavioral Health Family Support Program

Livongo support for diabetes, hypertension, and weight management

AccessHope cancer support

Wellthy caregiving assistance

Back-up child care and elder care

Health Advocate

ABLE accounts

Legal insurance

Identity theft protection

Voya Foundation Matching Gift Program

Risks

Increased competition from fintech companies may erode Voya's market share.

Operational challenges in integrating OneAmerica's business could affect service quality.

Regulatory scrutiny on fees may impact Voya's pricing strategies and profitability.

Differentiation

Voya's commitment to inclusiveness and corporate responsibility sets it apart in the market.

The acquisition of OneAmerica's retirement plan business expands Voya's client base significantly.

Voya's focus on digital financial planning tools enhances client engagement and satisfaction.

Upsides

Voya's ESG commitment aligns with the growing investor focus on sustainable investing.

The financial wellness market's growth offers significant opportunities for Voya's programs.

AI integration in investment management can enhance Voya's strategies and client outcomes.

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