Technical Experience Manager

This Technical Experience Manager position is predominantly customer facing with a particular focus on bridging technology & business gaps for our clients participants. The individual is responsible for fostering business technology relationships in support of Client volume growth.
Strategically, the position will constantly support & seek to improve client and business aligned technology service through constant cycles of agreement, execution, monitoring, reviewing and reporting. The position will be in a constant state of evolution in direct alignment with Client's Technology Strategy, Enterprise Initiatives and Corporate Goals.
Key Accountabilities:
Customer Technology and Service Relationship Management

• build, maintain & advocate technical account relationships w/ key market participants
• partner with and directly support the Global Relationship Manager
• Advocate for, support & build Client frameworks such as Design Thinking, Lean, Agile, etc.
• Provide leadership, oversight and collaboration of client service delivery
• Provide leadership, oversight and collaboration of client service support
• continuously assess value of technology services with key market participants
• contribute to service improvement policy & processes for key market participants
• responsible for documenting client end to end environment and ensuring transparency to all internal teams as appropriate
• responsible for constant iteration & development of tools, goals, process, measurement, collaboration, training, communication and standards for client Technical Experience Management
• relentlessly drive to satisfy key customer experience outcomes with our Clients' Clients

• manage and maintain our Clients' Client Experience data/information/insights repository
• provide periodic status reporting to management, ensure all reports are available and transparent as appropriate
• derive and represent customer requirements for technology services
• identify/quantify/escalate business and application functionality issues
• ensure timeliness of issue resolution across technology subunits
• directly support Clients Business Development/Sales representing Clients technology

• coordinate vendor activities within Clients process framework
• build, maintain and advocate relationships with key market vendors on behalf of Clients business management and participants
• report on market vendor activities & participant consumption in the Clients Markets
• manage vendors strategically by measuring and acting on existing service level frameworks and manage vendors tactically during issues affecting participants
• manage vendor costs and contracts for Clients

• Minimum 5 years financial industry technology experience directly supporting business units.
• Experience leading & participating in large scale technology projects
• Experience leading or participating in business development efforts
• Experience leading financial industry service & support management organizations

• Strong understanding of the financial industry and various market models
• Project Management, ITIL or Design Thinking skills required. Certifications highly desired
• C-Level management interaction ability, particularly CIO/CTO
• Highly proficient verbal and written communication skills
• Strong negotiation & collaboration skills
• Self-motivated team player with the ability to work with no supervision
• Highly proficient with Microsoft Office applications including Word, Excel, Outlook, Project and Visio
• Ability to create and present quality business presentations and UX presentations
• Ability to create detailed network, application connectivity & data flow diagrams
• Ability to analyze business & technology volume data
• Ability to multitask in highly volatile & dynamic environments