Director Colleague Experience & Service Assurance

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

We are seeking a seasoned and dynamic Director of Colleague Experience & Service Assurance to lead and enhance end-to-end colleague experience across IT infrastructure services. This strategic role sits at the intersection of technology, process excellence, and customer experience, ensuring business-aligned service delivery and proactive issue resolution.

The role will also be responsible for leading the IT Service Desk operations, managing major incidents and crisis events with cross-functional teams, and fostering a culture of service ownership and continuous improvement.

Key responsibilities for the role:

Colleague Experience and Service Partnership

• Serve as the primary liaison between Infrastructure Services and Lines of Business to understand service needs, pain points, and experience gaps.

• Measure and drive colleague satisfaction through feedback loops, user journey assessments, and adoption of digital workplace tools.

• Build and maintain experience scorecards, SLA/OLA performance metrics, and service health dashboards.

• Partner with End User Computing, Networking, and Platform teams to ensure high-quality service delivery and frictionless support.

Service Desk Oversight

• Lead the enterprise IT Service Desk as the "front door" to technology support and services.

• Ensure consistent delivery against SLAs and improvement in first-contact resolution, CSAT, and self-service adoption.

• Implement and optimize knowledge management, automation, and AI tools to elevate support experience.

• Embed ITIL best practices, shift-left strategies, and service-oriented culture.

Major Incident & Crisis Management

• Act as the senior escalation and coordination point for major incidents impacting colleague productivity or business operations.

• Establish war rooms, manage communication bridges, and lead post-incident reviews (PIRs) with root cause analysis and preventive actions.

• Build and maintain runbooks, stakeholder communication protocols, and executive reporting frameworks for critical events.

• Interface with risk, compliance, and cybersecurity teams to ensure regulatory and operational alignment during incidents.

Technology and Process Excellence

• Bring a balanced view of technical depth and process rigor to oversee service reliability and operational performance.

• Identify automation opportunities, implement intelligent alerting, and drive operational excellence across L1/L2 teams.

• Ensure adherence to ITIL v4 standards, including Problem, Change, and Incident Management disciplines.

Leadership & Culture

• Lead a high-performing, cross-functional team focused on user empathy, accountability, and resilience.

• Act as a change agent for culture shift towards proactive, user-centric service thinking.

• Regularly brief IT Leader and executive leadership on experience metrics, service risks, and improvement initiatives.

Key skills/experience qualifications for the role:

• High school diploma or GED required.

• 10+ years of experience in IT service delivery, infrastructure operations, or end-user experience roles.

• 5+ years in leadership roles managing service desk or service assurance functions.

• Strong technical understanding of IT infrastructure, digital workplace technologies, and enterprise support models.

• Proven experience handling major IT incidents/crises in a regulated environment such as banking.

• ITIL v4 certification required; Six Sigma or Lean certifications preferred.

• Excellent communication, executive presence, and cross-functional stakeholder management.

• Data-driven mindset with a passion for colleague experience and continuous improvement.

The estimated salary range for this position is $150,000USD to $170,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.