VP - End User Technology and Experience

Location Designation:
Hybrid - 3 days per week

About the Role

As the Vice President of End User Computing at New York Life, you will be the strategic and operational leader driving excellence in workplace technology across our enterprise. Reporting to the Chief Technology Officer, you will guide both the vision and execution of a modern employee technology experience, ensuring secure, efficient, and innovative services aligned with our long-standing values and business objectives.

Key Responsibilities

Strategic Leadership & Vision

* Deliver frictionless colleague experience by delivering quality products with zero defects and ongoing focus on end user experience monitoring.

* Develop and execute a holistic strategy for modern workplace technology-including endpoint management, unified communications, collaboration tools, AV infrastructure, and workplace automation tools leveraging RAG and Agentic AI Technologies.

* Align workplace services with broader business and technology strategies to enhance employee productivity, satisfaction, and operational resilience.

* Champion the adoption of emerging tools and standards to maintain a cutting-edge employee technology ecosystem.

Operational Excellence

* Oversee service delivery across end-user computing, IT support (L1/L2), unified communications, AV, and executive support teams.

* Define and monitor key performance indicators (KPIs)-such as service-level agreements (SLAs), user satisfaction, and incident resolution metrics.

* Implement continuous improvement processes that drive efficiency, scalability, and quality.

Team Leadership & Culture

* Lead, mentor, and scale a team of directors, managers, and engineers (including OE analysts, AV specialists, and support leads).

* Foster a collaborative, inclusive, high-performance culture that emphasizes accountability, professional growth, and knowledge sharing.

* Coordinate cross-training and operational redundancy to build team resilience.

Collaboration & Stakeholder Engagement

* Partner with other technology divisions-security, infrastructure, cloud, AI/Data, and program management-to ensure cohesive workplace technology strategy.

* Build relationships with business leaders and support functions to anticipate needs, communicate roadmap plans, and drive adoption.

* Engage with global or corporate counterparts to align workplace standards and share best practices.

Governance & Innovation

* Manage vendor and partner relationships, oversee technology evaluations and procurement, and ensure compliance with corporate standards, budgets, and risk frameworks.

* Embed security, compliance, and resilience across all workplace services.

* Stay informed on trends in digital workplace, virtual work environments, and collaboration technologies to guide strategic innovation.

Qualifications

Education & Experience

* Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field; advanced degree (MBA or MS) preferred.

* 10+ years of progressive experience in workplace technology leadership or engineering.

* Proven track record scaling workplace services in large, complex, hybrid enterprises, especially in financial services or regulated environments.

Technical & Professional Skills

* Deep expertise in end-user computing, unified communications, AV, collaboration tools (e.g., Microsoft 365, Teams), ITSM platforms, device management, and cloud integration.

* Strong understanding of infrastructure automation, CI/CD, workplace analytics, and operational intelligence.

* Thought leader in AI Platforms, (CoPilot, Open AI) an measuring value realization from AI investments.

* Architect of future state technology servicing building autonomous technology support services with technologies such as Moveworks, Nexthink, custom developed AI driven experiences.

* Exceptional leadership, strategic planning, communication, and change management capabilities.

* Business acumen and collaboration skills to align technical solutions with organizational needs.

* Demonstrated ability to deliver through vendor ecosystems while managing budgets and governance.

Attributes

* Strategic, forward-thinking, and hands-on when needed.

* Adaptable, with a…