Director, End User Experience & Optimization

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In this role, you will:
• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Translate digital employee experience roadmap into executable enterprise program utilizing experience measurement telemetry, analytics, and sentiment tools to assess real‑time digital experience quality.
• Lead AI‑driven transformation of the Technology Service Desk and all employee‑facing support channels including driving the design and rollout of AI‑enabled self‑service capabilities, intelligent routing, and predictive assistance models.
• Implement self‑healing capabilities across hardware, software, and configuration layers, minimize manual troubleshooting by enabling automation‑first resolution patterns, and partner with platform engineering to embed automation triggers, real‑time diagnostics, and corrective actions across device fleets.
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