Lead End-User Experience Design Engineer

Job Summary

The Lead End User Experience Design Engineer will be responsible for implementing, monitoring, and managing our end user technology experience(s) and ensuring that technology driven business processes and related systems, applications, and websites are easy to use (overall user satisfaction). This strategy will include the development of processes, including the use of digital employee experience (DEX) tools, to continuously measure and improve employee experiences with technology. Their duties include reviewing user feedback to determine potential shortfalls or areas for clarity. This role is the end user’s advocate within information technology driven applications and systems; making sure that each component of the product is in its most logical, easily accessible place and that any multi-step process within the product is streamlined and intuitive for the end user. The Lead End User Experience Design Engineer is never satisfied with the status quo and continually looks for ways to eliminate administrative overhead through process improvements as well as automation.

This position reports directly to the AVP, IT Engineering & Cloud Services and will work closely with all the IT Engineering & Cloud Services teams, as well as building critical relationships and collaborates with other IT team members and outside department personnel to refine user experience and ensure usability is top of mind for related F&G technology products to ensure the right level of features, conveniences, and functionality are being provided.

Duties and Responsibilities

• Identify target user groups and carry out interviews or other types of inquiry to help understand user needs
• Produce high-quality solutioning through flow diagrams, storyboards and site maps as needed
• Provide guidance on the implementation of appropriate research techniques and testing activities to assess and gauge user behavior leading to process improvement(s)
• Maintain a competitive edge against industry trends by performing self-research based on F&G tools being used
• Perform testing on user interface elements such as configuration parameters, layouts, target links, etc
• Understand product specifications used at F&G along with user psychology to predict what might work for both
• Own and administer any relayed design experience tools, including tool selection, deployment, and maintenance, configuration and customization, alignment to business and IT requirements, reporting dashboards, vendor relationship management, product roadmaps and any integration with existing tools such as ITSM, etc
• Assess needs and develop use cases, including a prioritization model
• Measure and publish data and reports on design experience, including metrics such as technology performance and adoption, employee sentiment, with a focus on continuous improvement
• Leverage actionable insights and intelligence to understand causes of technology friction
• Iterate to continuously improve business outcomes
• Participate in major incident management process to investigate, diagnose, and remediate technology outages
• Create, publish, and communicate related knowledge base articles
• Monitor technology performance and adoption
• Measure employee satisfaction and engagement as it relates to F&G end user technology
• Integrate digital employee experience into ITSM, DevOps and related processes to improve quality and stability of technology and services
• Collaborate with digital workplace engineering and IT security team to support endpoint security and compliance, configuration, patching and vulnerability management processes
• Collaborate with IT, HR, Facilities and Operations colleagues to understand technology dependence, requirements, workflows, and key features; then ensure DEX tools can monitor and continuously improve those
• Be able to baseline and measure business outcomes and KPIs when necessary
• Ensure that the most critical digital workplace technologies for the F&G end user (devices and applications) are supported by DEX tools and processes
• Research and implement best practices defined for the DEX tool
• Develop a digital workplace champions program for communication of new capabilities and collection of employee feedback
• Align DEX strategy with broader digital workplace initiatives and join in promoting workforce digital dexterity, agile approaches like continuous endpoint engineering, and elimination of administrative overhead with automation
• Evangelize DEX among the technology organization, digital workplace champions and business technologists to continue to improve understanding and collaboration of the work toward continual improvement. Leads and initiates changes to improve infrastructure support of related business processes

Experience and Education Requirements

• Bachelor's Degree in a design related field with an emphasis in information technology
• Experience with future facing technologies such as cloud computing, collaboration platforms and tools
• 8-9 years of experience implementing DEX tools or with endpoint management, analytics, and automation
• Experience supporting enterprise IT environments
• Experience working within a successful IT organization in the financial services industry is preferred
• Experience working within a life/annuity and financial service company is preferred
• Experience with project management workflows and research methodologies preferred
• Experience with workflow and contact center processes preferred.

Skills and Abilities

• Working knowledge of HTML/CSS
• Understanding of standard IT Operations frameworks (e.g., ITIL).
• Experience driving and reporting on digital workplace technology adoption.
• Experience using automation and scripting tools and languages (e.g., PowerShell, Bash, Python).
• Ability to analyze data, recognize trends and react accordingly
• Experience with structured data analytics and reporting platforms and tools
• An understanding of:
  • ITSM tools
  • Microsoft Active Directory
  • Desktop and application virtualization
  • Group Policy
  • Unified Endpoint Mgmt and Security tools
  • IAM tools
  • Microsoft Windows 10, 11, 365
  • Windows Server
  • Apple macOS
  • Microsoft 365 and Google Workspace
• Ability to read and write technical documentation
• Ability to facilitate brainstorming, problem solving and root-cause analysis discussions to determine and remediate the sources of technology friction
• Natural excitement and ability to learn technologies and explain technical issues to a variety of audiences and levels
• Passionate about digital and employee experience with an awareness of the latest digital trends
• Pragmatic and detail-oriented. Consistently takes a thorough, accurate, organized and productive approach
• Ability to gain agreement and support for ideas and initiatives
• Continuous Learner. Maintains a maniacal focus on personal development to elevate professional knowledge and skill. Take the same approach to DEX improvements. Maintains an outside-in perspective by building and maintaining peer networks
• Tech Savvy. Ability to quickly learn, implement and utilize new technologies
• Ability to relate to employees navigating a complex technical environment
• Strong interpersonal skills. Ability to work across business lines at senior levels to influence and effect change to achieve common goals
• Excellent oral and written communication skills
• Organizing and prioritizing: Ability to effectively address projects, requests and other competing priorities
• Digital dexterity. Ability to learn and utilize digital workplace technologies to catalyze new ways of work
• Enablement mindset. Ability to focus on empowering and ensuring that employees have the motivation and knowledge to fully exploit IT-supplied technology
• Ability to build teams, balance team and individual responsibilities and achieve goals through others not directly under the leader’s supervision
• Seeks opportunities to apply innovative design thinking to projects and work to keep our designing learning aligned with products and solutions
• Cognitive Flexibility. Adapts to and is energized by continuous improvement. Champions sustainable organizational change and applies best practices to reduce change fatigue.

#LI-Remote