Director, End User Transformation Services

Director, End User Transformation Services (EUTS)Location: TBD / HybridPosition SummaryThe 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.Key ResponsibilitiesLead 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.Required QualificationsExtensive 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.Preferred Skills & CertificationsIndustry 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.Compensation Pay Disclosure: Voya is committed to pay that's fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Actual compensation offered may vary from the posted salary range based upon the candidate's geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. $154,070 - $192,590 USDBe Well. Stay Well. Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That's why we offer an array of plans, programs, tools and resources with one goal in mind: to help you and your family be well and stay well.What We OfferHealth, dental, vision and life insurance plans401(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/yearPaid 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 yearCritical SkillsCustomer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.Team Mentality: Partnering effectively to drive our culture and execute on our common goals.Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.Equal Employment OpportunityVoya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.Reasonable AccommodationsVoya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.