Technology Customer Experience Manager

As one of the world's leading asset managers, Invesco is dedicated to helping investors worldwide achieve their financial objectives. By delivering the combined power of our distinctive investment management capabilities, we provide a wide range of investment strategies and vehicles to our clients around the world.

If you're looking for challenging work, smart colleagues, and a global employer with a social conscience, come explore your potential at Invesco. Make a difference every day!

Job Description

The Team

The CX Group provides local Technology-related Support and outstanding service across 70+ offices worldwide. This involves addressing key issues as they arise and proactively identifying areas of improvement and performance gaps that cause internal customer friction. This includes training employees in using technology products and services, testing and piloting new technology, and engaging the business to understand how we can help them work most efficiently. We look for process improvement opportunities, and new and innovative ways to get feedback and act on it.

The Role

In this role, you will lead a team of analysts who provide technology related support to Invesco employees in its offices in New York City, Rochester, Boston, and Westchester. You will establish and nurture relationships with key stakeholders and be the face of technology, owning and being accountable for the technology experience from start to finish. You will engage with peers, leadership and others to resolve issues, communicate outages, and drive towards an exceptional customer experience. You will evaluate the quality of Business Partner interactions through multiple channels and identify and implement what makes for exceptional service, working towards consistency throughout.

You Will Be Responsible For:

Leadership:

• Possessing a high degree of autonomy you are accountable for the performance and results of your team, motivating them to deliver their best work, including acting as a local leader in the Technology organization, while providing a fantastic customer experience for the overall Technology needs of our employees in the offices / sites you cover
• Using sound judgment, you will be in a position to anticipate and solve arising service problems that hinder Business Partner satisfaction with their Technology experience.
• Ensuring that the ongoing operational needs of the teams are matched by appropriate staff development.

Relationship Management:

• Handling situations of dissatisfaction or customer concern with professional skill, influencing and working closely with Invesco's business leaders and external vendors
• Through superb communication and social skills, you will maintain important relationships across the business and achieve effective collaboration and partnership, demonstrating a commitment to exceptional client service
• Building and sustaining extraordinary working relationships with all partners to inspire confidence in the CX and wider Infra function, and overall Tech Brand!

Operational Execution:

• Your team needs to resolve client technical issues promptly and effectively, while demonstrating efficiency relating to software/hardware, installation, and maintenance whilst maintaining all relevant procedures and documentation. Your role is to safeguard this, whilst continuously identifying and implementing improvements to how they work
• Ownership of Ticket 'hygiene' for your sites, working with our 'Service Quality Group', analyzing trends, root causes, Audit data, and Client Feedback, and in line with your peers, implementing remedial action
• Provide greater value in how we support our customers and effectively manage inventory and plan for hardware refresh.

Technical Expertise:

• Proficient at the Microsoft Productivity Suite (Office, outlook, word, powerpoint, and others) and the Power Suite (Power Apps, Power Automate, and Power BI)
• Working knowledge of the mobile device management space and policies aligned to managing mobile devices, applications and security features.
• Working knowledge or printing / scanning technologies
• General knowledge of cyber security policies, risks, and industry tools
• Project management skills to manage initiatives within the team and broader CX org
• Working knowledge of ITIL / ITSM practices and the Service Now toolset.
• Comfortable with data manipulation and visualization tools, to ensure that you are using them effectively to manage the day to day of the team and its deliverables.

The Experience You Bring:

• Sophisticated functional expertise and up-to-date knowledge of technologies in Frontline Support, Hardware, and Software appropriate to business, including all Windows Operating systems, and Network fundamentals
• proven track record for leading initiatives across organizational lines
• A solid background in people and business management principles, coupled with proven knowledge of industry-standard processes for Technology and Service Delivery
• A consistent record of ownership, accountability, and a robust understanding of delivering excellent customer service and knowing how to "delight" the customer, and demonstrating a positive demeanor to constantly look for ways to enhance our service
• Leadership and coaching abilities with a desire to support your colleagues to work to the same high standard
• The skills to enjoy building trusted relationships as a collaborative communicator and excellent teammate
• A passion for modernization and making continual improvements!

The total compensation offered for this position, which includes salary and incentive pay, will vary based on skills, experience and location. The salary range for this position in New York City is $135,000 to $ 146,200 annually.

Full Time / Part Time

Full time

Worker Type

Employee

Job Exempt (Yes / No)

Yes

Workplace Model

At Invesco, our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee, compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least three days a week, with two days working outside an Invesco office.

What's in it for you?

Our people are at the very core of our success. Invesco employees get more out of life through our comprehensive compensation and benefit offerings including:

• Flexible time off and opportunities for a flexible work schedule
• 401(K) matching of 100% up to the first 6% with additional supplemental contribution
• Health & wellbeing benefits
• Parental Leave benefits
• Employee stock purchase plan

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.

Invesco's culture of inclusivity and its commitment to diversity in the workplace are demonstrated through our people practices. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, or veteran status. Our equal opportunity employment efforts comply with all applicable U.S. state and federal laws governing non-discrimination in employment.