Sr. Associate, Service Delivery User Experience

Raytheon Technologies Corporate - Newington, CT (30+ days ago)

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Businesses Raytheon Technologies Corporate
Job ID 01447096
Most Recent Date Posted 05/10/2021
City Newington
State Connecticut
Country United States

Date Posted:
2021-05-05-07:00

Country:
United States of America

Location:
UT3: Newington/Meriden 25 Holly Drive, Newington, CT, 06111 USA

Raytheon Technologies Corporation

Raytheon Technologies Corporation is an aerospace and defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises four industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, Raytheon Intelligence & Space and Raytheon Missiles & Defense. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Waltham, Massachusetts

Job Responsibilities

The Sr. Associate, Service Delivery User Experience will be reporting to the Service Integration and Management (SIAM) – Service Delivery and Onboarding Leader. This position will be responsible for working with the Service Integration and Management (SIAM) organization and other teams within Digital, along with various key stakeholder to assess and drive improvement by insight into End User experience related to feedback from web, survey and other digital sources. The data points gathered will be used for decision-making, operational management, Key Performance Indicator (KPI) reviews and identifying opportunities for improvement of the Service Integration and Management (SIAM) organization to meet its goals.

The position responsibilities include but are not limited to:
Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, reporting and through regular engagement with partners
Take a user-centered approach to create articles pertaining to training, news/announcements, agent assistance, and general knowledge
Conduct monthly, quarterly, and yearly platform surveys on behalf of stakeholders to Identify improvement initiatives
Facilitate stakeholder inquiries through surveys by developing end user focused questions, analyzing data, and presenting results
Evaluate and improve platform notifications to enable more meaningful system interactions
Collaborate with the UX/UI team in redesigning the various service portals to improve the end users experience
Work within the Service Delivery team to on-board and update services with an end user perspective
Collaborate with other team members and stakeholders

Experience/Qualifications –

Minimum 3-5 years of progressive IT/Digital or Technology-related roles
Ability to lead structured meetings and deliver messages to management
Strong analytical problem solving, priority setting, facilitation, and collaboration skills
Demonstrated ability to effectively communicate ideas and lead through influence to accomplish challenging goals & objectives
Must work well under pressure and have the flexibility to manage multiple demands
Demonstrated leadership skills with the ability to effectively influence across all levels of the organization
Strong analytical, systems, and critical thinking skills
Ability to communicate with all levels of management, facilitate meetings, and build effective working relationships, Effective communication skills, both verbal and written, and strong interpersonal skills
Strong team player
Self-starter and independent thinker who is capable of finding and developing solutions
Ability to handle conflict through proactive action and direct and timely communication; thrive in ‘influence without authority’ environment
Ability to perform in fast-paced environment with competing priorities and tight deadlines
Proactive team player with excellent interpersonal, verbal and written communication skills
Ability to multi-task and work independently, as well as work collaboratively with teams, some of which may be geographically distributed
Initiative and ability to quickly acquire knowledge

Education:
Candidates for this role should possess a Bachelors Degree +3yrs experience.

Location: Newington CT, or Remote

Work Authorization: US Citizen/Permanent Resident

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.