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End User Technology Transformation Lead


Zurich is currently searching for a End User Technology Transformation Lead to work out of our North American headquarters in Schaumburg, IL. 


As a member of the End User Technology team supporting Zurich’s end user experience, the End User Technology Transformation Lead will provide strategic and tactical input to the organization’s evolution and will focus on delivering transformative, modern and cohesive technology to the Zurich North America workforce.   The Lead role will also help expand End User Computing capabilities and work to improve incident resolution, testing and deskside support processes to ensure optimal service delivery and customer satisfaction as described by internal and external measures. This role actively supports employee engagement and workforce sustainability initiatives and is foundational to the ZNA Workforce Experience strategy.


The End User Technology Transformation Lead will focus on projects of small to moderate size and complexity and will be responsible for coordinating project teams, defining the business problems and formulating the project/systems scope and objectives. This includes driving the research and analysis of the defined problem using best in class industry resources, designing the recommended solution, implementing the solution and collaborating on associated change management activities to ensure successful implementation.


Responsibilities also include facilitating operational transformation with consideration of market research into strategic/industry perspectives and acting as a thought partner with key business leaders, defining and structuring opportunities/projects to deliver the transformation goals, and leading process reengineering and continuous improvement. Business systems integration responsibilities will include leading the functional design of the system solution, full testing strategy and execution, managing vendor contributions, and serving as trusted business advisor between business and IT. 


The successful candidate will have a breadth of experience implementing operational improvement opportunities around end user technology (including mobile operations) based on internal data, external vendor service delivery processes, and industry guidelines while leveraging process development, communication, and training experience. 


Detailed responsibilities will include:

  • Contribute to laptop configuration and mail/messaging platform maintenance, service delivery for deskside support and service desk, O365, Win10 and other end user technology solutions
  • Operations analytics and implementing recommendations; implement production, productivity, quality, and customer-service standards; resolve problems; complete or support audit events
  • Forecast project sizing, financial and staffing requirements; analyze cost variances and initiate corrective actions
  • Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints
  • Work closely with EUC team manager to set and/or implement policies, procedures, and systems and to follow through with implementation
  • Provide oversight and coordinate project teams
  • Oversee and optimize software testing and packaging process, ensure compliance at local and global guidelines
  • Provide incident resolution process that ensures end user satisfaction compliance within local guidelines
  • Liaison with Global Service Management and End User Service teams to ensure consistent delivery, teamwork, and customer satisfaction
  • Collaborate with Deskside Support in managing relationships with key operations vendors to ensure delivery standards, overseeing PC build process and end user deployments, and develop and document training and processes for consistent, quality end user support


Basic Qualifications:

  • Bachelors Degree and 6 or more years of experience in the Communications or Project Management area
  • High School Diploma or Equivalent and 8 or more years of experience in the Communications or Project Management area
  • Experience in strategic and operational consulting or business systems integration.


Preferred Qualifications:

  • Experience in moderate to complex End User enterprise projects
  • Demonstrated success implementing enhancements across a breadth of technologies
  • Strong problem-solving analytical skills
  • Ability to identify and consider business implications of the application of technology to the current business environment
  • Able to develop and drive initiatives with minimal oversight or guidance
  • Excellent written and verbal communication and presentation skills
  • Experience developing internal training, coaching, and mentoring protocols and collateral
  • Experience in team leadership and workstream coordination


A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please click here to learn more.


As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich does not discriminate on the basis of age, race, ethnicity, color, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status. EOE Disability/Veterans


Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission. 


Location(s): AM - Schaumburg

Remote Working:

Schedule: Full Time



Nearest Major Market: Chicago

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