Director, End User Transformation Services (EUTS)

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

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Director, End User Transformation Services (EUTS)

Location: TBD / Hybrid

Position Summary

The 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 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.

Required Qualifications

• 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 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 & Certifications

• Industry 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. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

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 USD

Be 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 Offer

• Health, dental, vision and life insurance plans
• 401(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/year
• Paid 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 year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer 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.

Learn more about Critical Skills

Equal Employment Opportunity

Voya 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.